Contact Center Outsourcers Playbook 03: Optimize Agent Scheduling for Maximum Effectiveness
Contact center managers are tasked with the challenge of balancing staffing levels while maintaining profitability. You want to ensure your contact center is staffed accordingly to deliver a great customer experience. In order to do so, you must look at ways to improve the workload of your agents and optimize their schedules.
Read this playbook to learn:
- How to utilize workforce optimization (WFO) to maximize efficiency
- Where you can leverage data to make more informed decisions
- How to forecast and schedule your agent workforce effectively