Workforce Management is the art and science of getting the right number of skilled people and supporting resources in place, at the right times to respond to customer contacts and meet desired service goals while minimizing cost.
Why is it an ART? - because it predicts the future based on judgment and experience
Why is it a SCIENCE? - because it is a step by step mathematical process that takes past history and uses it to predict future events
Agreed!
I couldn't have said this better myself... indeed, my boss asked if this was me posting this! *grin*
What a great explanation
Short, concise and to the point. I will certainly be using this in the future and of course, giving you full credit. Nicely done.