Modern contact centres strive to find a balance between offering quality customer service and generating revenue, while also reducing cost, all in the name of elevating profit. This balance depends on having a stable of effective contact centre agents.
Of course, the situation is complicated by the increasing number of channels that contact centre agents are expected to deal with: telephone, email, web chat, and other emerging forms of social media.
To achieve this optimisation, many contact centres are turning to the concept of 'workforce management'. It has the ability to simplify tasks that have historically been complicated, such as demand forecasting, agent scheduling and real-time adherence.
This white paper discusses how workforce management works, and how it can be used as a cornerstone for workforce optimisation.
