So it is contract employees vs regular employees. What is the best option?
Workforce Management Glossary
March 5, 2009 By 1 Comment
Workforce Management Glossary List of Terms Work load Calculator Key Average Handle Time Tracker Key List of Terms Occupancy (OCC) Percentage of time the agents spend handling calls (and after call work) compared with the total amount of time they are ready or available for calls to arrive. Calculate Occupancy by adding Total Talk [...]
Workforce Management
March 5, 2009 By Leave a Comment
By Bob Webb Workforce Management (WFM) is simply the process of balancing work to be completed with the resources available to complete that work. It is a critical component for call centers. Large call centers cannot operate efficiently without automated WFM software, while many small centers still calculate workload forecasting on a spreadsheet. However delivered, [...]
