A Complete Guide to Workforce Engagement Management Part 2

If you read the previous article in this series, you know that I started with the basics of Workforce Engagement Management (aka WEM), and walked through the first steps of the workforce management process. I explained historical data, forecasting, and capacity planning, including how to use a forecast to determine how many CSRs are needed to handle the expected workload. But knowing how many CSRs we need is only partRead More