CCMA Sponsor Event

CCMA Sponsor Webinar - Calabrio - Building cross-departmental relationships with WFM and QM teams

Workforce Management (WFM) and Quality Management (QM) professionals play critical roles in ensuring the smooth functioning of a contact centre. However, the distinct skill sets and personalities required for each role can create silos and misaligned goals, ultimately impacting the overall performance of the centre. The key to overcoming these challenges lies in building strong cross-departmental relationships and fostering collaboration between the WFM and QM teams.