Abstract
Workforce Management has to be accurate and flexible. This article shows, how arvato — one of the biggest call center-providers in Europe — is stuffing eight Call Center-Sites with only one Workforce Management-System. The benefit: Efficiency has improved by 15 to 20% compared to the previous solution.
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Bender, S. One System for Different Call Center-Sites. Call Center Int 2, 32–34 (2009). https://doi.org/10.1007/BF03252246
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DOI: https://doi.org/10.1007/BF03252246