Unlocking skills-based routing with simulation

Overview

Mapping the relationship between customer demand, contact queues and workforce planning needs has never been more challenging with audio and digital channel needs. The number of variables and dependencies that workforce managers must account for is constantly increasing.

Customer needs and agent skills grow ever more intricate and effect one another in ways that are difficult to predict.So it's understandable that pinpointing exactly how to get an appropriately skilled agent to each customer at the right time can sometimes leave workforce managers feeling like they're just spinning their wheels.

The good news is that there's a workforce planning solution many contact centers haven't yet tapped into: discrete simulation. It enables more accurate skills-based routing by modeling a contact center's employee schedules and profiles, queues and business rules and then testing how real-world situations would play out.

Learn more by downloading the paper!