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What are the consequences of merging certain teams?
What about implementing skill-based routing?
How about changing the types of shifts?
Analyzing the consequences of these decisions before implementing them can avoid costly disappointments.
Training and coaching
Understanding the underlying principles of WFM improves the quality of WFM decisions.
These principles can be understood without knowing the mathematics.
Training sessions, with computer experimentation, can already result in many valueble insights.
Data analysis
Although each call center calculates its KPIs, we often encounter unclarities in process descriptions, and a thorough analysis of ACD or other data often reveals many new insights.
Hence, it is often advisable to start a project just with analyzing processes and data.
Datamining
By using datamining techniques we can extract valuable information from your data.
For example, the behaviour and characteristics of people are analyzed and used to increase the efficiency of business processes.
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