Help Desk Workforce Management: Are you using it effectively?
The Help Desk workforce management system is used to maximize employee productivity forecasting staffing levels using job and employee variables. One trait of a Help Desk is the work intake can vary by day and even the time of day. Workforce management can be very complex and never perfect. The utilization of a Help Desk agent is never 100%. The volume of work on Monday mornings can be quite different than the volume of work […]