Absenteeism WFM Insights
Ever asked for an Absenteeism Trend report from the WFM team and got in return the average absenteeism per day? How useful was this to you?
Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency.
In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.
Across the contact centre industry this process has a few different titles such as workforce planning (WFP), resource planning (RP), or workforce management (WFM) although this last is usually reserved for the software most frequently used by WFP analysts.
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