Prior to the IEX TotalView implementation, the client did not utilize a formal WFM application for demand forecasting, agent scheduling, or real-time change management. The client’s objectives included improved forecasting accuracy, optimization of agent schedules and improved visibility into real-time schedule adherence.

[sf_button colour=”accent” type=”standard” size=”standard” link=”http://epicconnections.com/wp-content/uploads/2016/01/Major-Healthcare-Plan-Increases-Agent-Productivity.pdf” target=”_self” icon=”” dropshadow=”no” extraclass=””]Download PDF[/sf_button]

More from the Blog

Building a Business Case for Contact Center Change

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

read more

© 2019 EPIC Connections, Inc.