Hi Genesys Community 👋
Today we officially launched Workforce Management (WFM) in our Call Center operation at Vodacom Mozambique. We're excited about the potential of this tool to improve scheduling, adherence, and real-time performance tracking.
As we begin this journey, I'd love to hear from those who have already implemented WFM:
What should I pay close attention to during the first days of WFM launch?
What were the most common incidents or challenges you faced?
What best practices would you recommend to ensure a smooth and successful adoption?
We're currently monitoring areas such as schedule accuracy, agent status updates, adherence tracking, and system access. But I believe your experience can help us go further and avoid common pitfalls.
Thank you in advance for sharing your insights and helping us make this implementation a success!
#Intraday,Shrinkage,Adherence#ScheduleGeneration#ScheduleManagement#Tempo(MobileApp)#TimeOff,AbsenceManagement------------------------------
Ema Massingue
Manager
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