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Emma Skygebjerg: Speaking at the Call and Contact Centre Expo

Emma Skygebjerg

VP Strategic Partnerships  -  Serenova

Reducing attrition with optimized workforce scheduling

Attrition is by far the biggest challenge for contact centres today. It ranges between 20 and 30% annually and represents a substantial cost for any contact centre seeking profitability and cost efficiency. How can we use our workforce management tool to reduce that attrition and improve agent engagement over time? Learn how ProScheduler can provide some useful tools in the workforce process, and how those tools can assist your centre in improving agent engagement and long term profitability.

3 bullet point takeaways from session ie what are the main things a delegate will learn from your seminar
• The cost of attrition
• Tools to reduce attrition
• The importance of WFM in building long term profitability and agent engagement

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