Call center travel agents and airlines customer service centers may receive hundreds – even thousands – of calls in a day, from frantic business travelers and families taking the one vacation a year they can afford, and praying that nothing goes wrong.
That’s why it is so important for hospitality contact centers to provide outstanding customer service – this is where hotel reservations are made or changed, tours are scheduled, rental cars are booked and once-in-a-lifetime memories are arranged.
To meet these challenges, travel contact centers must be able to rely on adequate agent staffing, based on accurate forecasts and schedules. When these tasks are done right, hospitality customer service managers know they will have adequate staffing to handle all incoming calls efficiently.
But what is the key to optimal forecasting and scheduling?
The answer is data – not the limited kind generated through spreadsheets that cannot accommodate last minute changes, but the more detailed, real-time data that is only possible with a workforce optimization (WFO) solution.
If you haven’t yet discovered the difference WFO can make at your travel contact center, download the free whitepaper from Monet that describes how an automated workforce optimization solution can help a hospitality call center achieve best practices in forecasting, scheduling, adherence tracking and agent productivity.
Download Call Center Forecasting and Scheduling Best Practices for the Hospitality Industry
Perhaps this is the year your hospitality 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 Hospitality Industry. It’s free!