Breaking the Chains of the WFM Paradigms
Digital channels aren’t a new concept to the contact center industry, but the evolution of these channels and the possible options for customers have changed dramatically in recent years. For decades, contact center workforce manage – ment (WFM) largely focused on inbound calls, but we’ve recently witnessed a refreshing shift toward embracing all media types, from emails and chats to social channels and more, for forecast – ing and scheduling.