Like most contact center businesses, have you been baffled by issues related to superior service levels, staffing, scheduling, adherence and the like? Workforce Management (WFM) at the contact center can be a tricky job, considering the multitude of factors that govern contact center dynamics. This WNS whitepaper presents practical tips on how best to manage WFM issues in the contact center and presents a case study on how WNS helped one of its global clients improve upon forecast accuracy with its time-tested WFM model.


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