A letter to Intra-day managers in modern contact centers

2020-12-31T12:02:26+00:00December 16th, 2020|Capacity, Forecasting, Intra-day, Scheduling, WFM|

This year is difficult for all of us. The unforeseen COVID catastrophe has changed the way we work, the way we live, and even the way we love. Despite this, we are also fighting hard with a positive mindset to adapt ourselves to this new situation and achieve our goals for this year! Interestingly, this reminds us of intra-day management in contact centers, which also aims to reduce the impact of unforeseen fluctuations to reach the expected service level (SL). In this last blog of 2020, we would like to talk about the challenges and potential directions for improvement [...]