forecasting

Motivation, Retention, Attrition

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In this clip Emma Skygebjerg, Director WFM at Puzzel talks about how in the current environment they are seeing schedule flexibility being a competitive advantage for companies in retaining employees. The challenge of course is not only just offering this, but also ensuring that all this schedule flexibility is under control and resources are scheduled at the right time for customers queries and contact requirements. See the full interview and find out more about Puzzel… Read more

More channels, more complexity?

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All this new flexibility – is it positive?

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Increasingly complex volumes – WFM

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In this full video Emma Skygebjerg from Puzzel, explains how we have been seeing increasing complexity in types and forms of volumes in the contact centre, and some of the challenges this has been presenting for scheduling and volume forecasting. With the pandemic and the rush to digitalisation, this has only been increasing too. We discuss these trends and some of the solutions she has seen across the market. Find out more about Puzzel-> Here.… Read more