Workforce Management solutions are designed to optimize the productivity of agents and employees and improve the customer experience. Learn more about how WFM can provide the ability of forecasting, scheduling, and adherence tools that help streamline the staffing process in contact centers.

In this article, we are going to explore the functionality of analytics and reporting, the key differences, and how clarifying your understanding of these terms can help your business work cohesively, more specifically, your business’s call center.

Business intelligence (BI) empowers business users to glean valuable insights from data using agile self-service programs without requiring IT intervention. Understanding your company’s valuable data can take the guesswork out of decision-making, improve coordination between departments, and help align core business initiatives.