I want to know about Call Center solutions which include Workforce Management and Performance Management. What is the difference between the two and how can they help on call center industry? Any ideas?
Hi
Workforce management and performance are two main part of managing call centers.
The first one focuses on overcoming daily challenges of forecasting calls, scheduling staff, and managing service levels of a call center. It is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost.
It is one of the most important planning and management functions of a call center manager or a supervisor.
Also it will help in step-by-step process of effectively forecasting and calculating staff
requirements, creating staff schedules, and tracking daily service and performance.
And the latter is an integral part of managing the call center. It incorporates
 many management aspects, including call center planning, developing agent skills, rating
 agents based on metrics and rewarding agents based on performance.
In short it is a cyclical process aimed at improving performance.
Hope this would help you to find the difference between the two.
