With a workforce management solution, the working hours of employees in customer service, for example, can be recorded and efficiently planned. When using such a workforce management solution, the main goal is to have exactly the number of employees available for certain times of the day that is necessary for the respective actual contact volume. Fluctuations between the expected and actual volume of customer calls or incoming e-mails, for example, make such planning complex. Modern software makes this possible and facilitates the balancing act between cost-intensive overcapacity and the threat of falling short of the service level (SLA) through automatic optimisation procedures.
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