Tired of using spreadsheets
for capacity planning?
Get this unique and effective tool to help you do capacity planning and financial modelling for single to omni-channel environments to make better decisions, reduce cost and increase productivity.
Capacity planning is easy to say, but hard to do right.
Failure to get capacity planning right can yield heavy costs for organizations. Overstaffing and understaffing can negatively affect the call center in tangible and intangible ways.
The goal is to strive to be as accurate as possible in the determination of the workload and workforce, meet service level objectives, achieve optimal agent productivity, and maximize customer and employee satisfaction……
And what if you get it wrong?
Costs of understaffing
1. Poor Customer Service
2. Missed Service Levels
3. Missed Revenue Opportunities
4. Agent Burnout
Costs of overstaffing
1. Financial Impact
2. Inefficient Utilization of Resources
3. Bored Workers
Capacity planning drives the customer experience; failing to correctly capacity plan may mean losing customers.
If you don’t have time to do it right the first time,
will you have time to do it over and over again?
Get it right the first time.