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Workforce Management

Workforce Management

Workforce Management

(OP)
Anyone out there using a workforce management tool with ICM and IPCC?

Any suggestions as to what we might consider?  Our call centre is really small (<20 agents), so if there are any minimum thresholds on call volumes/number of agents to ensure the predictions are vaguely accurate, please let me know.

Cheers

DD

RE: Workforce Management

I think as a generic rule 10 or more agents should be your guide for predictions, anything less then use power dialing.

As for specific products I am not sure.

I work for myself - my website is http://www.call.uk.net ;)

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