Getting the best out of workforce management software
Call centre management would be so much easier if people had exactly the same working preferences and abilities, and took only pre-arranged time away from the business. But agents aren’t identical. In this article, Simon Angove looks at how technology - in the form of workforce management (WFM) - can help. (more…)
Our regular technology column is dedicated to investigating what you should think about when buying a particular piece of technology. This month, we’ve asked three key vendors - EMAX Consulting, QPC and Witness Systems - for their advice on workforce management systems. 
