Overview
Contact center leaders today face a host of challenges as they try to balance the mandate to operate efficiently with that of providing a consistently high level of customer service. Eight key challenges – service objectives, multi-skills, adherence, occupancy, absenteeism, employee engagement, omni-channel and attrition – pose a not-insignificant challenge in the constantly changing contact center environment. On their own, each is a complex issue; together, however, interdependencies magnify the challenge, and traditional workforce management (WFM) can solve only part of it.
