Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness

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weWFM Show

weWFM

60 episodes

4 days ago

weWFM is on a mission to help people enjoy staying informed, with a wide variety of stories, that will explore the most important prerequisites for increasing customer happiness, employee retention, and cost-effectiveness is effective workforce management. In essence, it is to understand about assigning the right employees with the right skills to the right job at the right time, to meet demand.

Management

Business

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Management

Business

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Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness

weWFM Show

34 minutes 2 seconds

6 months ago

Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness

In this episode, WFM Evangelist Chris Dealy (injixo) joins us to explore how the right KPIs can transform workforce planning and operational performance. From forecast accuracy to AHT and beyond, Chris shares expert insights, practical strategies, and real-world examples to help contact centres align metrics with meaningful outcomes — boosting both service quality and employee satisfaction.

Sponsored by: Peopleware