Being a good workforce manager means being asked to do much more, like produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email.
In this session we’ll discuss the benefits of planning strategically to ensure your organization:
- Staff accurately
- Hit service-levels goals every time
- Forecast inventory through-put
- Predict bottlenecks or inventory shortage BEFORE they happen
It’s critical for organizations to incorporate the same level of rigor to back office planning that they currently perform with other contact center channels to achieve a truly efficient operation while maintaining service-level.
Tuesday, October 25th 2011
1:00 PM EST