Warning: Zombies have infected your contact center workforce. You can’t escape these agents of the undead, lifelessly pacing around muttering brains… service levels…smoke break.
As contact center professionals and leaders, I think we have to ask ourselves two questions: Are we causing this workforce apocalypse? Are we giving our forecasters, schedulers, managers, and agents the proper workforce management (WFM) tools to stave off zombiefication....