Consumers across generational age groups and particularly those within the Generation Z and Millenials bracket have an expectation that communication with a brand should be possible via any preferred channel such as phone, email, chat, advanced messaging apps or social media.
As these expecations have evolved, contact centres have also progressed to keep pace and provide a first-class customer experience across both multi-channel contact centre and omni-channel contact centre set-up.
However, how have these set-ups impacted forecasting and scheduling?
Download our guide for more information on how contact centres can progress their forecasting and scheduling in a multi and omni-channel customer service environment.
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