What Is Workforce Management (WFM)?
Short definition: When people ask what workforce management is, they’re referring to the entire process of managing employees so the right people with the right skills are in the right place at the right time to meet customer demand and business goals. In practice, workforce management (WFM) combines forecasting, workforce planning, employee scheduling, time tracking, […]
A Glossary of Essential BPO Terms
Understanding BPO Terminology The Business Process Outsourcing (BPO) industry is filled with specialized terminology that can be complex for both newcomers and experienced professionals. Whether you’re partnering with a call center, exploring outsourcing strategies, or aiming to enhance customer experience (CX), understanding these terms will help you communicate with confidence. Here’s a comprehensive glossary of […]