Staffing a contact center historically has been tricky. More often than not, the outsourcing supplier overstaffs or understaffs the floor since it is unable to predict incoming call and non-voice volumes accurately on a day-to-day basis.
Yet proper staffing is crucial to building a successful operation that adheres to service level agreements and enhances the customer experience. How do you predict accurate, granular volumes so you can staff properly?
“Forecasting brings a predictive edge to customers,” says Rachana Grover, general manager, analytics, research and social media, which is part of the Knowledge Services Division for Wipro BPO.
Most companies can… Read the rest
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