Workforce Management in the Multi-Channel Call Center
Tuesday, June 28th, 2011
1pm EST
Inbound calls are not the only way your customers contact you in today’s environment. Many organizations have added several different channels for the customer, including e-mail, web chat, fax, paper mail, Facebook, and Twitter just to name a few. Within these complex environments, forecasting and scheduling becomes very challenging. However, the workforce management team can use their knowledge and experience to help the contact center understand the impact of the multi-channel environment and also get involved in a much broader context within the organization.
Discussion Topics:
-How are today’s workforce management tools adapting to multi-channel environments?
-The most important things for workforce management teams to know before they begin participating in multi-channel forecasting and scheduling?
-The best way to schedule your agents’ time in a multi-channel center?
-How creating the “universal agents” is the answer to covering multi-channel contacts?
-What value workforce management can bring to the overall process?
Moderated by Vicki Herrell, Managing Director, SWPP
Participating Organizations include: Aspect, Bay Bridge Decision Technologies, Knowlagent, NICE, Pipkins, Verint,