Contact Center Workforce Planning
Contact Center Workforce Planning (CCWP) is the process of forecasting future customer demand and determining the staff and resources needed to meet that demand. It is a critical aspect of contact center management, as it helps to ensure that there are enough agents available to handle customer interactions, while also managing costs and maximizing productivity. CCWP also includes monitoring and adjusting plans as needed, such as identifying patterns of customer demand, staff performance, and customer satisfaction. CCWP is an ongoing process that requires regular monitoring and adjustments to ensure that the contact center has the appropriate number of agents available to meet customer demand, while also managing costs and maximizing productivity.
Further Reading
CX-2025 As Part Of Your Disaster Recovery Plan
T-Metrics CX-2025 provides multiple layers of redundancy within its cloud infrastructure to ensure your contact center remains functioning through any event.
T-Metrics Delivers a Differentiated Value Approach to the Contact Center
Find out how T-Metrics delivers the lowest TCO in the industry.
Ten Ways to Improve Your Customer’s Contact Center Experience
Improve the experience of your customers by improving your Contact Center.
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