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Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn:

  • The 10 most common goals.
  • Definitions and applications.
  • Implications of different calculations.
  • Tradeoffs when goals create conflicts.
  • The essentials of creating a strategic plan.