This month, I tackle a use of the CRM-ready data warehouse that doesn't get as much attention as it deserves workforce management. It is arguably an EPM play instead of CRM. However, whether it is call centers, e-mail support agents, claims analysts, complaint and inquiry handlers, telephone operators or reservation agents (regardless of medium), many workforces that are scheduled have customer interaction. These agents of customer interaction are on the front line of your CRM efforts. Much of the rest of CRM is about providing the right data to this workforce.
To effectively manage the workforce, one must derive anticipated or desired activity volume, anticipated skill needs, the needs of the workforce itself regarding breaks, work durations, etc., budget, anticipated customer needs and the relative importance of all these factors.
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