The only constant in contact centers is change. Disruptive new technologies and changing customer preferences impact inbound campaigns, which means centers need to constantly evolve to survive.
Undoubtedly, the role of the call center agent has changed. The image of a telephone agent with a headset is now outdated; contact center employees also manage web, social media and email conversations in addition to answering calls. To maintain a competitive edge, contact centers need solutions that engage employees, who are the key to delivering the right customer experience.
As a result, contact center managers now have to deal with complicated decision-making and management. One of the most difficult and time-consuming tasks is workforce management, the process of forecasting call/contact volumes and scheduling agents to meet service level targets. With more than 75% of budgets going to personnel, effective workforce management is an economic necessity for a well-run contact center.