Workforce Management (WFM) WFM ensures contact center employees meet customer needs and have job satisfaction. It involves predicting call volumes, optimizing schedules, and managing adherence to schedules. Leaders review performance data like CSAT scores to determine staffing levels and reduce costs. The main goal is to align worker staffing and skillsets with customer needs. Poor WFM can lead to negative experiences, causing churn, inefficiencies, and damaging a brand’s reputation. Effective WFM is crucial for providing good customer service and maintaining a positive reputation.

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