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Credit union contact centers walk a delicate balance between profit and loss. Understanding the basics enables credit union contact centers to understand the power and fully utilize their workforce management purchase.
Who needs it?
Workforce management is the process of balancing work to be completed with the resources available to complete that work and is a critical component for credit union contact centers. Any contact center wishing to maintain consistent service levels will benefit from WFM. Many small centers with 50 agents or less can calculate workload forecasting on a spreadsheet; however, large centers cannot operate efficiently without automated WFM software, and WFM is an absolute necessity for inbound call centers.
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