Managing the staffing for a single-site contact center is daunting enough with skill-based routing and today’s multi-media interactions. Moving to a multi-site configuration can make it even more challenging. Whether your company is opening another site, has added a center through acquisition, or hired an outsourcer to handle part of the load, allocation of the work among the sites will be required. In this seminar, you will explore multiple ways that the work can be distributed and the benefits and drawbacks of each.
You will learn to:
- Identify the components of a multi-site contact center operation
- Identify challenges of WFM in multiple sites
- Explore options for division of workload among sites
- Outline the unique characteristics with outsourcers
About the Speakers
Dave Hoekstra
WFM Evangelist
Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
