Contact center management is complex, and one way to simplify it is to think about the importance of both quality and quantity. Most contact center managers know very well that the quality of interactions is central to customer happiness and loyalty. What they might not realize is that those positive experiences can quickly erode if the optimal quantity of contact center agents is not in place.
Consider the following scenarios:
- A contact center is open, but no agents are logged in.
- Agents are logged in, but there are too few to meet the demand. Customers end up waiting for long periods before their calls, texts, or other contact requests are answered.
- Agents are logged in, and there are enough to meet demand, but not all agents are capable of responding to the types of requests coming in.
These problematic scenarios occur when contact center managers lack insight into contact center data and reports.
The solution for more efficient planning is robust data and reports, which offer contact center managers a deep understanding of the number and types of calls coming in at different times.
- Build historical forecasts and plan scheduling around them
- Ensure agents are available at the times interactions are most likely to occur
- Improve service levels
Poor Planning Leads to Unhappy Customers
Omni Optimization for Workforce Management Provides Needed Information
With 20 years of experience providing workforce management solution implementations, Aria is highly capable of helping you take your contact center planning to the next level.