Contact center managers live those words. No matter how carefully they plan there is almost always some event such as a viral infection, traffic jam, sudden call spikes such as from a hot product, or a workforce calculation error that can wreak havoc on staffing hence on service levels.rnThe ability to respond to those situations is what Dr. Turgut Aykin, president of ac2 Solutions, calls "performance optimization" or PO. His company, which makes the artificial intelligence-based Advanced Workforce Optimization (AWO) WFO solutions, has a tool, the AWO Performance Optimizer. It enables PO by monitoring, tracking and reporting the contact traffic, performance and agents' adherence to their schedules.
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