Workforce Managment Trumps Spreadsheets in Contact Center
Technology is designed to make our jobs less tedious; however, many contact centers struggle with implementation or full deployment of software designed to automate the forecasting process.
For example, many centers find it challenging to transition from using spreadsheets to utilizing a workforce management tool that not only streamlines processes, but provides a strong return on investment.
Whether you choose a hosted system or in-house installation, each choice quickly pays for itself through better staff utilization, reduced administrative costs, and the ability to run “what if” scenarios before making costly changes.
Forecasting can be performed for both multi-channel and multi-site environments. Real-time adherence options provide an extraordinary benefit in ensuring agents are in the right seat at the right time and performing assigned tasks.