A practical guide to modern workforce planning

Employees in all industries expect flexibility in their work schedules. And it’s especially important in call centres — where the competition for talent is fierce. Create an empathetic work environment that keeps employees happy and attrition in check. With the right tools, workforce planners can offer employees flexibility and personalised training options, while keeping customer engagement goals on track.

With modern workforce engagement tools, you can:

• Understand why employees leave instead of focusing solely on productivity
• Run “what-if” analyses to estimate the effects of changes in calls, staffing or performance
• Forecast volume and AHT instead of staffing