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Need to upgrade my skills so wants to understand the staffing procedure and planning
Please find the definition below:
Workforce management is an integrated set of processes that a call center uses to optimize the productivity of its employees on the individual, departmental, and entity-wide levels. In a corporation, organization, or government entity, WFM involves matching employee skills to specific tasks over time, quantifying the amount and types of labor needed to accomplish particular jobs on a day-to-day or hour-to-hour basis.
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