Empowering Call Center Simulation

Provided by: TCR Engineering Services
Topic: Big Data
Format: PDF
In any call center, the biggest worry a call center manager has is staff scheduling. Despite having a lot of data measured by the call center infrastructure, there are very few tools that can utilize these for staff scheduling. As people are the most expensive resource in a call center, it becomes imperative that staff scheduling is as optimal as possible. Arriving at the optimal number of call center agents, the skills they should possess and the schedule they should follow is essential for achieving a high level of customer satisfaction and keeping staffing costs low.

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