August 06, 2012
Webinar - Learning the Art of Long-Term Contact Center Capacity Planning
By Tracey E. Schelmetic, TMCnet Contributor
Running a contact center isn't easy, and as technology has become more complex and customers have become more demanding, running an efficient and effective contact center has become a more complex process. 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: e-mail, chat, back-office, and outbound contact types.
This makes the challenge of building an effective contact center so much more complicated. Many call centers throw up their hands and hope for the best, but this simply isn't good enough, either for the business or its customers. Running a call center shouldn't be a guessing game, in which managers wake up and wonder, “What will today bring… massive over time needs? Team meeting changes? Sending agents home?”
These are real world issues occurring daily in contact centers, which more than ever need a way to lower the drastic real-time adjustments by being more prepared, and in a cost-effective way. This can be accomplished by following tried-and true long-term planning analysis approaches that will not only improve operation efficiency but overall lower enterprise costs.
On Wednesday, August 8 at 1:00 pm EST, contact center managers, supervisors and other personnel are invited to join contact center solutions Bay Bridge Technologies (News - Alert) for a Web event that will answer some of these questions. The event is part one in a planned series of three special Web events co-sponsored by Bay Bridge and TMCnet. The three part series will address critical capacity planning in the contact center, helping enterprises learn how to meet their needs precisely and cost-effectively, avoiding the types of overages that can cost money and reduce.
For more information and to register, visit here.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Brooke Neuman