To provide great customer experience, resourcing is key. Right number of resources need to be deployed at the right time in the right channel with the right skills. Consistent experience needs to be provided in all channels which means each channel needs to have the right resources. One channel cannot be prioritised over other channels as experience throughout the journey is more important than experience at individual touch points.
We will accurately forecast the demand for you in every channel based on historical trends and other internal and external business information and we will design effective scheduling strategy so that you will have the right number of resources at the right time in the right channel with the right skills.