In our second article for the International Customer Management Institute we were asked to consider the impact that a Workforce Management (WFM) team has on the culture of an organisation.
As we believe that great employee engagement is key to a great customer experience then the WFM team is one of the most critical parts of the organisation. In the article we consider the different approaches to WFM in cost focussed and customer focussed companies.
Why not pop over to ICMI and read Strategy is the Brain of the Organization, Culture is the Heart and Soul in full?
Image by daniel zimmel