Forecast vs. Actual Demand – Resolve the Dilemma in Your Contact Center
So, your Workforce Management (WFM) software has forecasted agent numbers and schedules for the day. That’s essential… but there will always be fluctuations – sudden surges or lulls in customer demand.
How do you make best use of your agent resources moment by moment during the shift?
In our recent article for Contact Centre World, we address this dilemma head-on.
Many larger contact centers employ staff to try to keep service levels on track, responding to these fluctuations manually. But Sytel’s software, uniquely in the industry, eliminates the need for human intervention.
Sytel Real-Time Optimisation (SRO) assigns agents automatically to serve where they are most needed and balances all service levels, minimising customer wait times in the process.
Find out how you can free supervisors to make best use of their people skills (e.g. in supporting their agents).
Read the article: Manage Your Workforce in Real Time. Automatically >>
Oor more information about SRO – visit our series of pages and watch the videos of SRO in action >>
