Workforce Management Challenges in Contact Centers

Dragon Boat using teamwork to stay in sync

Forecasting and scheduling agents are two challenges every contact center faces. Workforce Management solutions provide the tools needed to meet these challenges, as well as improve overall operational performance. When developed with the specific needs of contact centers in mind, workforce management software can deliver a host of advantages, enabling contact centers to meet service level […]

Multiple Applications, Processes & Priorities in Contact Centers

Intricate structures and patterns in building

Andrew Wommack Ministries’ (AWM) contact center receives 1,200 –1,500 calls per day for two departments. One department assists ministry partners with purchasing products and learning more about the ministry. The other serves as a crisis line to assist individuals with immediate needs, prayer and encouragement. Audio Only Call Recording A major challenge for AWM’s contact […]