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Workforce Management Software
Workforce Management Software: Workforce
management software takes call center statistics and projects future call
traffic based on historical time-of-day, day-of-week, and seasonal data.
Using this information a proposed target schedule is produced, often with
assigned slots for breaks and lunches. Most
workforce management software allows the target schedule to be automatically
filled with agents, based on their availability, seniority, and desired number
of hours. Although workforce
management software is generally used for inbound call centers, there are also
applications for outbound call centers.
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