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Workforce Optimisation
Job Centre Plus applies Workforce Optimisation across its virtual contact centre - ProtoCall One Case Study
Read about how ProtoCall One helped the Department of Work & Pensions to optimise the forecasting, scheduling and adherence of 5,900 agents across 31 sites to handle 17 million calls per year.
Read about how ProtoCall One helped the Department of Work & Pensions to optimise the forecasting, scheduling and adherence of 5,900 agents across 31 sites to handle 17 million calls per year.
Six Essential Capabilities Your Workforce Management Solution Ought To Be Delivering - Genesys Business White Paper
Workforce Management has come a long way from simply focusing on the core Contact Centre activities of forecasting and scheduling. This Genesys white paper shows how todays automated WFM systems have become essential optimisation tools to help balance operational efficiency with customer satisfaction.
Workforce Management has come a long way from simply focusing on the core Contact Centre activities of forecasting and scheduling. This Genesys white paper shows how todays automated WFM systems have become essential optimisation tools to help balance operational efficiency with customer satisfaction.
Glasgow City Council applies Workforce Management - Open Wave Case Study
With the implementation of Open Wave WFM solution, Glasgow City Council’s Access Centre has been enabled to deliver a ‘customer focused’ central point of contact for Glasgow citizens delivering the highest possible levels of customer service.
With the implementation of Open Wave WFM solution, Glasgow City Council’s Access Centre has been enabled to deliver a ‘customer focused’ central point of contact for Glasgow citizens delivering the highest possible levels of customer service.
Newport City Council applies Workforce Management - Open Wave Case Study
Newport City Council uses Open Wave WFM software to help ensure it has the right number of appropriately skilled access centre agents in place to answer the Council's rapidly-increasing call levels.
Newport City Council uses Open Wave WFM software to help ensure it has the right number of appropriately skilled access centre agents in place to answer the Council's rapidly-increasing call levels.
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