Lightning fast scheduling and highly accurate forecasts
Resource management in a call center is a complex job. It requires that you find the optimal staffing level and match it with employee schedules. Plus, you must account for outside variables that continue to change.
It’s a big job, so start with two key focus areas. First, forecast expected call volume. Then create hiring plans and schedules that match anticipated needs.
An understaffed contact center puts stress on staff and lowers customer satisfaction levels. And overstaffing leads to idle agents and higher costs.
Workforce management software lets you forecast call volumes and plan staffing. Use AI and machine learning algorithms to develop work plans. Optimize plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.