Contact Center Outsourcers Playbook: Scheduling

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