Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce management team and your HR teams have had the
In the contact center world, success for the HR team and the Workforce Management team is often measured in competing metrics and outcomes, but for success to be achieved on both sides, they must be on the same page. Here’s a quick take on bridging the divide between the worlds of Workforce Management and HR, from the WFM point of view.
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