A well-known contact center best practice for the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time management. But there is a fourth item that gets little mention: communication and collaboration.
Optimize your operation and deliver better customer engagement
Successful contact centers are finely tuned operations with staffing and resources in balance with customer expectations. Creating annual budgets and planning workforce needs are critical, yet time-consuming tasks. If those plans are faulty, it can be hard to recover.
A strategic planning tool designed specifically for contact centers can help organizations make smarter plans and budgets. Accurate prediction of long-term operational performance taking into account the true impact of contact volumes, attrition, service levels, and other key factors, helps develop effective, yet efficient, staffing and service plans. The ability to continuously track variance from those plans allows for faster response to change, and ultimately a better customer experience.