Are you working in a multi-channel contact
center? Are you ready for extending the knowledge you have for the classical Single-Skill
Systems and Multi-Skill Systems to consider multiple channels including
inbound calls, emails, chats, and etc.?
Then this four-hour course is perfect for
you. It starts by explaining what challenges will be introduced by having
multiple channels. Then discusses how to deal with multiple (blended) channels
when we make service-level predictions and safety staffing calculations.
More than that, you will also learn a
practical shift scheduling solution which is explained one step by one step in
This course requires you to have knowledge
of variability, especially in the context of simulation arrival processes. We
also strongly suggest you have finished the Customer and Agent Behavior and Single-Skill
Systems and Multi-Skill Systems courses, all at the practitioner level.
In this course, we start with a quiz to find
out whether you have enough pre-requisite knowledge to actually start the course.
This course is one of the seven courses in
the Capacity Training and one of the eight courses in the Intra-Day Training.