When it comes to staffing and forecasting, one thing is clear. It's all about the quality and granularity of the data. However, ticket-centered data that is siloed by different channels continues to make staffing decisions harder to predict. Calabrio has joined forces with Gladly's no-ticket, all-channel approach to customer service to unlock staffing insights in Calabrio’s market-leading workforce optimization tool.
In this session from Gladly, you’ll learn:
• The value of true omni-channel customer service experience
• Why people-centric (not ticket-centric) data is essential to staffing with greater accuracy
• Best practices for managing agents across channels
• Tips for forecasting for a contact center as it changes and scales