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Overview:
The contact center industry has used the term "Workforce Management" to describe systems that enable people to deal effectively with the complexities of demand forecasting and staff scheduling. While these systems can increase efficiency dramatically, they are only one part of a more comprehensive solution that increases the productivity and performance of your customer-facing employees. Other essential components include strategic planning, budgeting, performance evaluation, skill-gap analysis, recruiting, developmental, and remedial training, and recognition and reward systems. This paper coins the term "Workforce Optimization" that describes the practice of leveraging the totality of these systems and practices to continuously align people, skills, and business goals.
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| Format: | Size: | 326 KB | |
| Date: | Jan 2003 | ||
| Pages: | 8 |
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