Call Center Management Forum | Leadership and Management in General
Article: How Workforce Management Decisions Can Ruin Everything
Hi,
I just read a interesting article and I'm actually not sure what to think about it, in one way im extremly focused on the workforcemanagement part of things, as running a center without this is a much more scarry thing, but on the other site is really that problematic to run a call center where "WFM" is the ruler?
http://cmisight.com/index.php?option=com_content&task=view&id=772&Itemid=38
Hope you have some interesting input's to this!
BR
Pete
Pete
Responses
Posted 1 year ago by Member
Well Pete, from a HR perspective it can once in a while look like it's taken too far, but im not operational at all so I probably don’t have a very good perspective of this. However as the article suggests strong leadership is always in demand and it's about working with the tool we have, they are not meant to run things, but mainly to show up and help us making the best decisions.
Posted 1 year ago by Member
Hi,
I just followed a very interesting debate on this in one of my linkedin groups and there's a lot of people going for one or another but I think the key is to use the tools as a TOOL, it's not perfect, but can help you with certaint things better then planning doing them yourself manualy in excel.
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