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Do you lie awake at night wondering why the cost of your customer contact center is out of control and yet your customers are not happy with your Service Level performance? The place to look for the answer is within your workforce management processes, data collection, forecasting, implementation, and communication. COPC Inc. has been providing performance improvement consulting services for customer contact operations throughout the world since 1996, and we find that often, workforce management is one of the least understood and most poorly implemented processes in the industry. A workforce management process that is designed and managed effectively will allow you to meet your customers’ expectations, while controlling costs.
This whitepaper presents seven common workforce management problems often found within contact center organizations that can impede your ability to meet Service Level objectives, and provides specific recommendations on how to address them.
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