The fundamentals for contact centre management
This free of charge webinar introduces Workforce Management for the manager of the contact centre, by helping you to identify processes which can improve your contact centre.
- What do you need to know to forecast future call volumes?
- How can you make sure that you always have the right people, with the right skills available for your customers at the right time?
- Monitoring and reporting – how can you use the numbers for better management?
- What is best practice for managing non-telephony activities?
- How can a Workforce Management solution support you in achieving improvements?
After this webinar you will have learned:
- Which key processes you could improve
- What questions you should ask your resource planners
- What benefits could be achieved from a workforce management solution