Workforce management: The current general methods and processes related to reporting are also important. What are reported, how often, who does the reporting and who receives them?

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Workforce management: Does your center ever use former agents (reserve teams) who have moved on to other areas in the company to help handle customer contacts during volume spikes/peak periods?

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Workforce management: Does your WFM system feature an agent input/self-service component (i.e., can agents via their PC or a dedicated kiosk submit scheduling preferences, request time off, trade shifts, etc.)?

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Workforce management: Does your WFM system allow you to input data relating to special events (mailshots, billing cycles, etc.) and automatically adjust the forecasts accordingly?

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Workforce management: Is there a feature for automating schedule requests, approvals, changes, and notifications, so that your staff can focus on revenue-generating tasks rather than clerical details?

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