Boy, have contact center operations gotten more complex! As companies search for new ways to improve their operational efficiency, they have leaned on the teams that have proven themselves to be experts at solving complex operational problems: the contact center workforce analysis teams. Because of the success associated with call center forecasting, planning, and scheduling these teams are being asked to apply their technologies and expertise to other contact types: email, chat, back-office, and outbound contact types. This certainly presents a challenge.
Thursday, November 17, 2011
True Staff Optimization
True Staff Optimization November 17
One of the overlooked planning problems that have huge financial repercussions for the operation is that of staff planning. While we use sophisticated algorithms to schedule our call centers, we still develop staff plans by hand. When you think of it, determining how many agents to budget for often fixes the staffing levels for the operation. Any gains in staffing effectiveness will be determined by the longer-term staff planning process. We will discuss methods for developing truly optimal staff plans.
Ric Kosiba, President, Bay Bridge Decision Technologies
Stefania Viscusi, Web Editor, TMC
SERIES 1: Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events...Watch Now
SERIES 2: Built to Hire- Putting Hire Recommendations into Action...Watch Now