Contact Centre Routing inefficiency
While most WFMers are aware of the loss of efficiency due to inflexible shifts, the effects of bad routing are rarely addressed.
Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency.
In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.
Across the contact centre industry this process has a few different titles such as workforce planning (WFP), resource planning (RP), or workforce management (WFM) although this last is usually reserved for the software most frequently used by WFP analysts.
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