Calculating the right balance between contact volumes and staff coverage can be one of the most daunting tasks in the contact center. Optimal capacity planning involves staffing the appropriate number of agents with the right skills based on your contact volumes, average handling time, service hours, shrinkage, occupancy, and other factors. Read this white paper to learn how leveraging the right tools and strategies can enable you to reduce wait times, streamline customer service operations, and boost your bottom line.