Get flexible and accurate forecasting and scheduling

Lightning fast scheduling and highly accurate forecasts

Resource management in a call centre is a complex job. It requires that you find the optimal staffing level and match it with employee schedules. Plus, you must account for outside variables that continue to change.

It’s a big job, so start with two key focus areas. First, forecast expected call volume. Then create hiring plans and schedules that match anticipated needs.

An understaffed contact centre puts stress on staff and lowers customer satisfaction levels. And overstaffing leads to idle agents and higher costs.

Workforce management software lets you forecast call volumes and plan staffing. Use AI and machine learning algorithms to develop work plans. Optimise plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.