The following is from an excellent article on the basics of WFM software at Beginners Guide to Workforce Management “The Benefits of Using Workforce Management Software The benefits of putting an integrated WFM system in place can be seen in many areas of the business, but most are operational and employee-related. Operational Benefits By allowing…

Costs of Call Center Overstaffing and Understaffing

talkdesk has some interesting call center customer service statistics, and the news isn’t all that good…..  For example: “1. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience (American Express) There’s been plenty of talk in the industry for years that the quality of…