Web seminar on Wednesday, April 18 from 1:00-2:30 CT.
Workforce planners needs to be held accountable for their performance just like all the other staff in the contact center. There are all kinds of measures of WFM success, and Forecast Accuracy is usually one of the metrics on the list. Most view it as a critical metric in workforce management, but does it really belong on the Forecaster’s performance review? Join this session if you want to hear a different point of view about how this calculated field has been used and misused. – Speaker: Tiffany LaReau, Human Numbers
SWPP Members: Click here to register at no charge.