Call Center - Contact White Papers

Keep Your Options Open when Deciding on Call Routing Technology

• Tags:
• call center - contact,
• concept,
• routing,
• workforce

Overview The concept of workforce management was just that -- a concept. Forecasting and scheduling weren't even mentioned in the same breath. Over the last decade, education has helped the market understand the significance and value of workforce management.

Today, call routing is where workforce management was previously: a rapidly changing, evolving concept that's changing the face of the call center. The economics of a call center haven't changed greatly: 80 to 90 cents of every dollar is labor-related expense. Add in network costs and the total approaches 95 cents on the dollar. Any call center of 60 agents or more is battling daunting costs and fierce competition. It demands much greater sophistication in planning and management-- and that brings us to call routing technology.

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