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WFM for Multichannel: Challenges and Strategies

Whitepaper takeaways

  • Effective workforce management through forecasting, scheduling, and monitoring is critical for multichannel contact centers to optimize customer service and costs
  • Robust historical data on customer interactions across channels is essential for accurate forecasting and preventing overstaffing or understaffing.
  • Preventing double counting of agent time handling multiple simultaneous interactions across channels requires prioritizing activities, comprehensive tracking, integration of multichannel data, and continuous improvement.
Steve Layer

Steve Layer

President, US QPC inc.