Recession Ahead: How Contact Centers Can Do More With Less


Learn the Best WFM Practices of Recessionary CX Winners:

The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However, it’s safe to predict that contact center leaders will be forced to do more with less—less financial flexibility, less talent, and less room for error. Apply lessons learned from “Recession Ahead: How Contact Centers Can Do More With Less” to deliver on CSAT and KPI goals and win in the turns ahead.

Learn the calculations used for smart schedule forecasting:

  • Concurrency of digital interactions for agents
  • Nonsequential digital interactions
  • Average speed of answer
  • “What-if” planning for multiple channels

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