In healthcare, some treatments for illness have been effective for hundreds of years, while new treatments are always being developed that improve on older methods.
The same can be said of a healthcare call center. Managers may still be relying on a traditional solution – spreadsheets – for forecasts and schedules, but this is one treatment that may have outlived its usefulness.
If the data you have been generating with spreadsheets for 20 years is no longer sufficient, it’s time to make the change to WFM.
We created a free whitepaper entitled Call Center Forecasting and Scheduling: Best Practices that explores this topic in more detail.
What are some of the benefits of WFM, compared to spreadsheets?
• More accurate forecasts
• A streamlined scheduling process
• More flexible management of start times, end times and break times
• Easier skill-based scheduling
• Greater transparency
• Happier agents and customers
Spreadsheets simply cannot compete. Find out for yourself by reading the whitepaper.
Read White Paper