WFM

A visually engaging image showcasing a busy call center environment with employees on the phone, statistics and graphs in the background, and a focus on team collaboration and management.

WFM Quiz Challenge

Test your knowledge on Workforce Management (WFM) with this engaging quiz! Dive deep into the key concepts, strategies, and principles that define efficient queue management and resource allocation in call centers.

Key Highlights:

9 thought-provoking questions
Multiple choice and checkbox formats
Instant feedback on your answers

9 Questions2 MinutesCreated by ManagingData457

WFM stands for?

World Forecast Management

Work Forecast Management

Work Force Management

None of the above

What is Service level?

X amount of Calls answered within Y seconds

100% of transactions managed in N days/hours/minutes.

100% of transactions missed in N days/hours/minutes.

All of the above

Two major categories of Inbound Transactions:

Transactions that are handled as they arrive:

Collection calls

Simple calls

Transactions that can be handled later

This is the name of the Danish mathematician, statistician and engineer, who invented the fields of traffic engineering and queuing theory:

Vilfredo Pareto

Agner Krarup Erlang

Frank Coppola

Eduard Murphy

KEY PRINCIPLES OF REAL TIME MANAGEMENT?

Establish a foundation for effective communication

Monitor real time developments

Implement a workable escalation plan

All of the above

One effect of the Shrinkage:

You will need more staff on the schedule than on the phone

You will need less staff on the schedule than on the phone

No effects registered

None of the above

True or false: Every activity in the call center has a cost associated to it and your decisions have a direct impact on it!

TRUE

FALSE

WFM Quiz Challenge

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