The overwhelming majority of ongoing call center expense is related to staffing. Optimizing the personnel resource is critical. Having the optimum number of staff at the right time in the right place is essential to call center success and profitability. Over-staffing results in needless spending for unnecessary staff, while under-staffing will lower service levels, increase staff turnover and impact your revenues.
Call center workforce management software automates key tasks that have an immediate impact on your bottom line through more accurate call volume forecasting, staffing calculations and scheduling and daily performance tracking.
This whitepaper will explain how WFM systems reduce costs and improve utilization of resources, based on a few user scenarios.