As the inbound call volumes turned into a constant barrage with only 1 dependent factor for planning or tracking them, call center associates faced with a major impact on achieving...

The workforce management (WFM) team at Hexaware plays a pivotal role in ensuring efficient and smooth operations at the BPM. They are responsible for maintaining the delicate balance between managing...

At the humming 3i contact center, the workforce management team (WFM) is planning for the next month of operations for omnichannel business. Working on a fixed-FTE model, it is the...

The workforce management (WFM) team is hard at work with planning and forecasting for the next cycle, while simultaneously carrying out real-time queue management and other tasks that make up...