Introduction to Workforce Management in the Back Office - Lotta Lundstrom - ContactCenterWorld.com Blog
There are now an increasing number of successful attempts trying to tie together the systems in the back-office environment to allow for improved planning and management of the work. This evolution of the back-office environment by use of more sophisticated technology and process allows the back-office to be managed in a similar fashion to that of a call center. Making use of advanced workforce management tools more interesting. The underlying drivers of the pay-back on an investment in work force management in a back-office are the same to that of an investment in the call center, based on similar efficiency gains built on good forecasts and optimized scheduling of the team.
Please join our free webinar http://www.teleopti.com/workforce_management/resource_centre/free_webinars/introduction_to_workforce_management_in_the_back_office.aspx
Publish Date: September 13, 2011 8:37 AM