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Work Force Management. Cablevisión Fibertel

Work Force Management. Cablevisión Fibertel

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Categories:Types, School Work
Published by: Revista Contact Centers on Jun 07, 2012
Copyright:Attribution Non-commercial

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04/26/2013

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2da Conferencia de ActualizaciónTecnológica en Contact Centers
 
Workforce Management I
2012
 
Workforce Management
Quiénes somos?
 
Workforce Management
Pronósticos
Volumen de llamados de : Customer
 –
Soporte Tecnico- Ventas
Analisis de patrones historicos
Eventos de la compañía
Intervalos de ½ horas
Metodologia: COPC : Foco en intervalos Prime (mayor volumen)
Anticipacion a las operaciones: semanal
Herramienta: SPSS (intervalos cada1 hora, procesos no telefonicos):Profesionalismo a los recursos, elige la mejor opcion.
+ de 1.000.000 llamadas ingresadas

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