Developing the right staffing plan begins with forecasting call, email and chat volume based on historical records, anticipated rates of growth and marketing plans.
Palm Coast Data's Aspect eWorkForce Management (eWFM) system is used to maximize agent utilization. It provides the ability to project long-term FTE requirements to allow sufficient time to hire and train agents in advance of new programs. Additionally, it maintains workload models across brands on an interval basis. This flexibility establishes the basis for accurately projecting staff requirements.
With a near real-time data feed, eWFM allows us to evaluate and adjust staffing requirements throughout the day, by channel. In conjunction with these forecasts, it manages agents' schedules and compliance to the same in both a historical and real-time context via an interface with Aspect's Real-Time Adherence Module (RTA).