benifit of wfm in BPO
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Explanation:
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Answer:
The benefits of wfm
Having accurate and flexible workforce management practices will help contact centers reap significant rewards. Here are just a few of them.
Better agent experience
Being staffed "just right" is good for agent satisfaction because it means agents are neither overworked nor bored. Plus, giving them more of a voice in the scheduling process is empowering.
Better control of labor costs
Agents are a contact center's most important asset, but they also account for about 2/3 of their costs. Tight labor budgets benefit from disciplined workforce management processes.
Better customer experience
Workforce management is all about having the right agents scheduled in the right quantities at the right times. This is so customers can receive timely and effective assistance. So, the primary benefit is satisfied customers.
Increased revenue
When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue.