To become the effective, efficient customer service organization its clients needed, contact center leaders knew they had to creatively streamline and improve their forecasting and scheduling process. It was time to invest in a robust, modern workforce optimization (WFO) platform—that’s when NDR selected and deployed Calabrio WFM.
NDR contact center leaders also implemented deep, ongoing workforce planning training for all workforce leaders and team members, as well as an internship program that helps train aspiring WFM analysts.
Then, to increase transparency during COVID, leaders launched weekly online panels that foster more interaction between and with agents, and allow agents to anonymously ask questions about any area of concern—such as when furloughed workers might return to work or what the latest news from the organization means for their roles.