Top Tips for Managing the Contact Center Strategy
The era of using algorithms to help decision makers is certainly upon and has been for some time. "Big Data" is in the news because of its promise (and controversial uses) -- the world is awash in data and only through the use of algorithms can we make sense of this data.
For contact centers, we can use the terabytes of operational data to develop algorithms that help contact center management maintain a consistent and appropriate service delivery across the seasonal peaks and valleys of contact demand. Scheduling algorithms have been available for many years to manage the short term, "day of" service delivery. However, algorithms are now being produced that enable the forecasting, evaluation, and optimization of contact center strategies across seasons and years. This paper will discuss common mistakes that executives make when deciding for the medium and long term as well as tips for improving their decision-making.