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TECHNIQUES FOR WORKFORCE MANAGEMENT IN A CONTACT CENTER SYSTEM
TECHNIQUES FOR WORKFORCE MANAGEMENT IN A CONTACT CENTER SYSTEM
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机译:联络中心系统中的劳动力管理技术
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摘要
Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.
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