Business Challenge: They have over 1500 agents work per shift 24hours a day. Because of the large number of resources Supervisors had to work tediously to able to keep track of their resources as well schedule them for work daily.
Our Solution: We deployed Workforce management tool for the contact centre.
Business Outcome:Supervisors are better able to identify their resources per shifts and forecast scheduling for up to 3months at a time. This improved their efficiency level tremendously on their daily functions.