Date: Thursday, December 12
Time: 11:00 am-12:00 pm CT
Harnessing Intraday Performance Analysis for Real-Time Workforce Optimization. Traditional contact center staffing models often falter under the dynamic demands of modern operations, where intraday variability and unexpected fluctuations challenge even the most precise forecasts. Legacy approaches, such as Erlang-C, tightly plan staffing to predicted demand but fail to account for real-world variability, leaving operations vulnerable to disruptions.
In this webinar, we will explore how modern tools like Python and data notebooks empower workforce management teams to uncover these limitations by analyzing prior-day performance (PDP) data. This analysis reveals the hidden costs of rigid, net-zero staffing models and demonstrates the business case for adopting dynamic, adaptive solutions. By incorporating algorithms like Erlang-O, which account for variability and leverage automation, contact centers can fine-tune staffing plans in real-time to optimize service levels and reduce costs while maintaining flexibility for off-phone activities such as training and coaching.
Key Takeaways:
- Understand how PDP analysis and modern analytical tools expose the fragility of legacy methods like Erlang-C.
- Learn strategies for integrating real-time adjustments and employee-focused automation into workforce plans.
- Evaluate when adaptive approaches, such as Erlang-O, can transform your operations.
Panelists: Ted Lango, Senior Vice President, Intradiem and Jim Simmons, Co-Founder Queueless
Click here to register: https://swpp.webex.com/weblink/register/r7b510f55095e85794e6f0296758638cf