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NewGen WFM: The Future of Contact Center Forecasting and Scheduling

“…No one is truly happy with the state of WFM solutions and best practices”

“…No one is truly happy with the state of WFM solutions and best practices”

Donna Fluss, President of DMG Consulting describes a bold vision for the future of WFM in this visionary white paper. Fluss challenges the traditional staffing model that relies on forecasted data and inflexible shift paradigms. Instead, she envisions a new model where real-time demand meets real-time supply, and agent flexibility, self-service and mobile-enabled applications are the driving forces behind an empowered and engaged workforce. The key to achieving the new vision for WFM rests on critical technology infrastructure that operates in response to the real-time demand model, like intraday automation.

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