About this Webinar:
Workforce Management solutions help companies most efficiently manage their contact center with robust features including forecasting, scheduling, request handling, communication, reporting, and performance management.
Workforce Management makes achieving a balance between Operational Efficiency and Customer Satisfaction a reality. Between 70% and 80% of a Contact Centers monthly expenditures is agent/human asset related – so a small increase in forecast accuracy equates to exponential savings. In fact, ROI for WFM is realized between 90 days and 9 months in a typical environment.
Our webinar will address what capabilities and processes enable a contact center to achieve an optimized state.
- Forecast accuracy
- Lower abandon rate
- Lower shrinkage
- Reduce overtime
- Reduce administration hours
- Increase occupancy
- Review the fundamentals of WFM
- Customer case study discussion
- WFM Assessment Program
- Live demonstration of Teleopti CC7 (Shift trades, day off requests, schedule preferences, forecasting, intraday dashboards, reports, and more)
Tags: Contact Center Productivity Tools Voice of the Customer Webinar Workforce Optimization