ABSTRACT
This chapter provides a landscape that includes sophisticated workforce management systems, which support forecasting of contact centre traffic and the scheduling of staff and automated resources to meet demand. This same landscape includes systems to record, track and analyze performance and customer experiences within the customer interaction centre. If the forecasts of calls, emails and Web contacts are accurate, the staff scheduling functionality of a workforce management system will make best available use of staff, placing even more emphasis upon the quality of forecasting. Systems are available to record, track and analyze performance and customer experiences within the customer interaction centre and aims at improvement, by targeting specific performance measures. With the benefit of Computer Telephony Integration (CTI) capabilities it can support both fixed and hot-seating environments. By adapting to multimedia environments, including Voice over Internet Protocol (VoIP), email and Web interactions, the full range of customer contact can be recorded, monitored, played back and analyzed.
