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Workforce Planning in a Digital World

 

Planning for multi-skill, multi-site, and multi-channel contact centers is a difficult problem. Each channel and each skill have different demand profiles, each agent has different efficiencies associated with each skill and channel, and handle times vary by location. In order to staff accurately, each combination of skill, channel, and center location require different math models.

In this session, we discuss the different methods for modeling these complex operations, and tips for improving your contact center plans.