Strategic Planning: A Better Way to Make Decisions in Your Contact Center
If you were to ask a seasoned contact center executive the definition of workforce management, they would reply with some form of this: workforce management is the art and science of ensuring the contact center has the right number of resources available at the right time in order to hit specific service standards. But would it be a surprise to know that traditional workforce management software doesn’t actively manage the seasonality of the contact center?Join us as we discuss exactly why we need to think about strategic planning, how to optimize strategic plans, decision analyses that strategic planning models enable, and the benefits associated with doing so.
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