Forecasting and scheduling are vital components in the success of every outsourcing call center. Agents are expected to provide outstanding customer service while receiving a wide range of questions and information requests. As BPO industry trends change, it is the outsource call center that will be expected to keep pace so corporate clients can make informed decisions.
Achieving your customer service goals is impossible without reliable data. For decades, that data was gathered through spreadsheets and would take hours to compile. Even then the results were not always accurate, or flexible enough to accommodate last minute changes or other staffing issues.
As this is a topic that strikes at the very heart of outsourcing call center efficiency, Monet has created a whitepaper that describes how an automated workforce optimization solution can help a BPO call center achieve best practices in forecasting, scheduling, adherence tracking an agent productivity.
Download Call Center Forecasting and Scheduling Best Practices for the BPO Industry
Perhaps this is the year your contact center will make the investment in a workforce optimization (WFO) system. But how do you know which system is right for you?
Don’t invest in a solution without downloading our whitepaper Forecasting and Scheduling Best Practices for the BPO Industry. It’s free!