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WFM Challenges with Digital Channel Management




The old ways of collecting data, calculating staffing needs and generating schedules – then doing it all again as conditions change – no longer suffice when dealing with digital channels. In a marked contrast to the past, work today doesn’t necessarily flow sequentially, in a continuous stream of work handled by a single employee. Instead, it’s characterized by a series of simultaneous interactions, interruptions and more. Digital changes everything.







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