Workforce Management Solution for Customer Services

The Call Centre and One Stop Shops have brought together telephone teams and reception points that previously operated under individual departmental umbrellas. As we move forward and further develop multi-skilled staff there is a requirement for the Customer Service teams to have a robust method of ensuring effective planning and operational management of services. There is therefore a need to have the appropriate WFM software to support this. The contract is for 3 years with the option to extend for 1 year For the...