See how resource planning and skills development created a 200-seat contact centre which avoids the traditional stresses, but increased first contact resolution in one area from 63% to 95%. A workforce management system is used to forecast requirements and provides agents direct access to information about time-off and scheduled activities. Time banking, roster champions etc provide two way flexibility that supports a low attrition level of 17%
Taken from Best Practice Guide 2007 – Professional Planning Forum
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