A comprehensive WFM guide, written by Tiffany LaReau and told through her experiences, trials, and errors during her 30+ years as a WFM consultant.
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A must-read for WFM and contact center leaders
This is a must-read book for workforce managers or anyone who wants to learn more about what goes into contact center forecasting, scheduling and reporting. Drawing on her long experience in workforce management, Tiffany LaReau has created a substantial handbook packed with valuable WFM knowledge, techniques, tips and advice. If you are a WFMer or a contact center leader, you’ll want to add this book to your professional library.