Three Companies’ Experiences on Improving Contact Center Operations through Better Planning

Sponsored By: Interactive Intelligence

Contact centers are highly complex operations, and are becoming even more so with the rapid expansion of customer contact channels. Old, spreadsheet-based resource planning processes are stressed to the breaking point and are not adequately providing the levels of detail and accuracy necessary to ensure a business successfully achieves its operational and strategic goals.

This paper presents three organizations that improved their capacity planning and what-if analysis capabilities and witnessed dramatic improvements in staffing efficiency, service delivery consistency, and profitability.