Welcome to the Workforce Optimisation (WFO) - Technology subject, the available knowlege bank articles are displayed below.
A call forecast is an estimation of the expected volume of calls an inbound call centre will receive. Calls can be forecasted annually, monthly… View
Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View
Print this page
UK and Ireland