New Age Of WFM At the humming 3i contact center, the workforce management team (WFM) is planning for the next month of operations for omnichannel business. Working on a fixed-FTE model, it is the team’s responsibility to find efficiencies for maximizing productivity while meeting their SLAs and revenue targets by rostering the optimal mix of multi-skilled resources. The team must also be geared to monitor key business KPIs and proactively optimize the floor to address any shortfalls. FLOW HELPS 3I BOOST OMNICHANNEL PRODUCTIVITY 3i Infotech oer a full spectrum of digital-rst solutions, from back-oce automation to business assurance and excellence services and an omni-channel platform for Digital CLM. Spanning all BPO communication channels and processes, 3i Infotech’s Digital BPS

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