Mar 05, 2009
Download Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting and scheduling. This guide assesses the oscillations in average contact center operations and how oscillations can be minimized to create a profitable balance between supply (agents) and demand (inbound/outbound calls).