20/06/2018
Imagine for a moment that you are the main attraction in a high wire performance. You’re a little nervous at first and start off a bit wobbly, and then you can concentrate and steady yourself; until you hear a loud scream in the audience. At that point, you almost fall. A few more unstable steps…and finally, you have crossed to the other side.
High Wire
Pretty crazy job, right? Now, look at your WFM Analyst, Manager, or Team. That is what their day is like as they forecast anticipated contact trends, schedule agents to match volume peaks and then try to keep everyone “balanced “ with intra-day activities and events.
