Workforce Management Basics in Today’s Contact Center: Part 2
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps. Real-time adherence. Intraday management.
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