Shashi Puthran AVP WFM and MIS, Conneqt Business Solutions Limited New Age Of WFM The workforce management (WFM) team is hard at work with planning and forecasting for the next cycle, while simultaneously carrying out real-time queue management and other tasks that make up the daily routine of the team. It is on the accuracy their predictions and planning that the contact center’s performance will depend in the next cycle, walking the thin line between being overstaffed or not meeting the SLA. On the team’s shoulders lies the responsibility of balancing customer delight with profitability. RAISING CX & PROFITABILITY FOR CBSL WITH FLOW Conneqt Business Solutions Limited (CBSL) is the second largest CLM and BPM player in India’s domestic market. The Business Process Services arm h

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