The secret is flexibility! In the call center environment turnover is critical. Agents generally work part-time and are under pressure to leave if they don´t absolutely need to continue with this type of dull work. So managers must provide some incentive or, at least, attraction, in order to retain his trained operators to the utmost. The WFM System is geared exactly for this type of programming in which the agent is provided flexibility to exchange shifts, etc. and re-arrange his schedules.
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