Working alongside existing workforce management and telephony systems, CCWorkshop allows planners to model their contact centre KPIs off-line with far greater accuracy than standard Erlang approaches. CCWorkshop's Discrete Event Simulation approach is hugely flexible and powerful, enabling the user to accurately model any contact centre behaviour, including true multi-skilling, skills-based routing logic and customer propensity to abandon or redial.

The results of a CCWorkshop simulation run are presented in a set of graphical and highly interactive dashboards, which can be easily customised to a client's specific needs. These dashboards have the capability to then be shared across the business to any level of user, and viewed on any web-enabled device, from PCs to tablets and smartphones.

Key features

• True multi-skilled agent modelling
• Abandonment and redial
• Accurate call routing and call process representation
• Quick and simple call volume/workforce shrinkage adjustment
• Powerful interactive reporting dashboards

Key benefits

• CACI clients have achieved average intraday accuracies of within 2% on service level, compared to 30% from traditional Erlang or WFM methods
• Some CACI clients have seen direct savings of as much as 5% as a result of the increase in intraday forecast accuracy
• The additional insight provided by robust simulation provides the confidence to back up any planned changes to operations or to the business itself