Breaking the Chains of the WFM Paradigms For Dummies, NICE Special Edition
The Evolution of Digital Channels
For many years, workforce management (WFM) has predominantly been used to forecast and schedule calls. The increase in digital channel usage, which was accelerated by the COVID-19 pandemic, now means that customers have even more choice in the methods they use to communicate with their providers. With many contact centers forced into home working, digital channels were initially the only communication methods available to customers. While some businesses may have used WFM for forecasting and scheduling non-voice work, this was mainly done at a very high level with fixed shift patterns and siloed work streams.
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