An earlier paper, “A New Definition of Workforce Management,” observed the theory of the “two facets” of contact center operations: the need for the right number of employees on staff, in combination with the ability to use these employees effectively.
These activities are equally important as they help a contact center operation achieve its service and financial goals. Because most centers tend to emphasize their shorter term planning and management efforts, the focus here will be on the longer term strategic planning process. This white paper will help you to understand:
The importance of change in strategic planning
The value of speed in the strategic planning process
The role of workforce management in the strategic planning process