See how developing resource planning and a new quality programme, together with automation of simple repetitive calls and part automation of more complex call types, led tp improved quality and allowed better scheduling through use of shift preferences. Using Teleopti WFM systems, Fexco streamlined resourcing processes, freeing up team leader time and enabling CSRs to plan a work-life balance. These changes have led to improved morale amongst staff, a 27% increase in schedule adherence and part-automation of up to 40% of calls.
Taken from Best Practice Guide 2007 – Professional Planning Forum
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