Maximising Workforce Management Impact: KPIs for Planning and Operational Effectiveness
Update: 2025-04-23
Description
In this episode, WFM Evangelist Chris Dealy (injixo) joins us to explore how the right KPIs can transform workforce planning and operational performance. From forecast accuracy to AHT and beyond, Chris shares expert insights, practical strategies, and real-world examples to help contact centres align metrics with meaningful outcomes — boosting both service quality and employee satisfaction.
Sponsored by: Peopleware
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