NewGen WFM: The Future of Contact Center Forecasting and Scheduling
By Donna Fluss
Imagine a world where people want to work in a contact center because of its flexible schedules, variety of work and career opportunities. A great deal has to change for this to happen, but technical innovation and ingenuity in the service industry have made the concept of just-in-time resource management, where real-time demand meets real-time supply, a reality. The balance of power between employers and employees is equalizing, which stands to benefit all constituencies – customers, companies and workers.