WFM

Question 1

What are KPI’s for WFM

Answer 1

Forecast Accuracy

Employee schedule adherence

Avg Speed of Answer

CSAT

Question 2

What are buyer persona’s for WFM

Answer 2

WFM Mgr

Customer Experience Manager

Contact Center Mgr

Question 3

What are business Challenges for WFM

Answer 3

Correct staffing levels

forecast accuracy

flexible agent schedules

Question 4

What are key capabilities for WFM

Answer 4

• 46 algorithms for accurate forecasts.

* Machine learning for scheduling based off of rules, skills, skill level, etc.

Question 5

What are disco Q’s for WFM

Answer 5

How do you schedule for the correct amount of agents?

How handle intra-day changes?

How are your agents engaged with the scheduling process?

Question 6

What are differentiators for WFM

Answer 6

EEM & Intra-Day Mgmt allows employees to have control of their schedule through desktop and mobile

our WFM has Machine learning on routing rules, Agent skills and availability, etc.

Question 7

What are Competitors for WFM

Answer 7

Calabrio / Verint / Aspect

Question 8

What are Success Stories for WFM

Answer 8

TD Bank - reduction in manual scheduling and saved over 1mill in staffing