Contact Centre Workshop
Accurately simulating the flow of calls around your contact centre to enhance performance.
Contact Centre Workshop (CCWorkshop) simulates the flow of each individual call using the same routing logic as your call routers, allowing you to change and experiment with any aspect of contact centre operation - assessing the benefits of any change before "going live".
The only dedicated contact centre standalone Simulation technology available, CCWorkshop:
- Is built with contact centres for contact centres
- Contains easy to configure wizards which quickly construct simulation models
- Integrates with existing workforce management databases
- Is optimised for contact centre simulation
- Simulate call-back technologies
- Uses very accurate call routing and call process representation
- Includes abandonment and redials
Resource planning models and workforce management applications use Erlang-C to determine staffing levels for a forecast volume of calls - most contact centres implement multi-skilling and complex call routing and customers abandon and redial - CCWorkshop allows these important factors to be accounted for when determining staffing levels.
More Information
Planning in contact centres without simulation could result in significant over or understaffing - either wasting valuable resources or impacting on customer service.
