Hello,
Is it just me or does it look like Workforce Management is an underrated subject within the whole cloud suite?
The most I see promoted is the whole Customer (AI) Experience which obviously is an important topic in Customer Care, but the WFM experience regarding the scheduling and agent experience seems to be on the far background.
To me it feels like everything focusses on the Customer Journey, while to me the agents are equally important. The features that I see offered within the suite are limited in regard to the Agent experience in e.g. work-life balance and also training is not that elaborate on the WFM part.
Anybody else feel the same?
#WFMConfiguration,BestPractices------------------------------
Alfred Thoen
Workforce Management Software Specialist
------------------------------