Transport for NSW selects Alvaria Workforce Engagement Management Suite for Back-Office and Agent Improvement Tools and Mobile Schedule Management
Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes a little more effort and time to get your forecasting right, but the payoff is irrefutable.