Workforce Managers – Avoid “Unusually High Call Volume”

Wednesday, January 5th, 2011

As a workforce manager, are you still caught off guard by an influx of calls? In the past, it wasn’t unusual for callers to dial into a company and hear the automated message, “Due to unusually high call volume, our wait time is greater than expected.” Struggling with this issue? It’s time to invest in a new WFO suite that includes the WFM tools you need.

While you shop around, keep an eye out for WFM that can do the following:

  • Look at historical data to help you predict spikes in call volume.
  • Schedule the right staff at the right time.
  • Empower employees by giving them the option to enter their scheduling preferences.
  • Track and promote agent adherence to work schedules.
  • Provide real-time data that gives you visibility into KPI.

If you have the right WFM tools, you’ll always be prepared for high call volumes.

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Ryanne Harris (3 Posts)


Posted at 2011-01-05 09:01:00 in General



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