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Summary
A podcast episode discusses the role of workforce management (WFM) in customer service and support and highlights some common problems in WFM, such as not asking employees for their scheduling preferences and not considering their work-life balance. The episode also emphasizes the importance of listening to employees' needs and finding creative ways to accommodate their schedules. Additionally, it mentions the availability of technology solutions that can help organizations optimize their scheduling processes.
Key Points
The common problem in workforce management is not knowing where to schedule employees.
The biggest mistake in workforce management is not asking employees about their scheduling preferences and needs.
Not considering employees' work-life balance can lead to high attrition rates.
Asking employees for their preferences and needs can lead to creative scheduling solutions that benefit both employees and the organi...
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