contact center solutions Personalization Workload forecasts 
Playvox
MAY 25, 2023
Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. For example, customer service is the workstream, but it has three workloads associated with it: 1. Complaints 2.
Playvox
JANUARY 11, 2024
Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload.
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