Contact centers have an important role to play to keep people informed and calm during the current coronavirus (COVID-19) pandemic. When customers panic, they usually pick up the phone. But what do you do when your demand spikes? What if your wait times increase due to lack of front-line staff? How do you focus on your customers' experience during this crisis?
Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy?