Resource management
Contact Center Optimization and Efficiency
We make your Contact Center more efficient by improving workforce management, designing processes that avoid pain points, and apply ideal knowledge management.
The proper management of this dimension of the Experience Factory avoids queues thanks to the creation of demand forecasting models, efficient scheduling management and real-time monitoring mechanisms.
CAN WE HELP YOU PREDICT THE DEMAND FOR YOUR SERVICE?
Forecasting Models
At ON Solutions we have created a methodology to establish predictive models of activity demand (travelers, customers, calls, tasks, interactions,etc.). Supported by Artificial Intelligence and data analysis, the drivers and weights that influence demand are identified, generating predictions with high reliability.
CAN WE HELP YOU PREDICT THE DEMAND FOR YOUR SERVICE?
Sizing Models
We have the capabilities and solutions to evaluate existing shift schedules and test their optimization. Using optimization strategies and AI-based digital twins, we identify opportunities for improvement, in terms of costs, service levels and working conditions.
We have capabilities for the design of shift schedules, taking into account constraints such as the status of agreements or particular agreements with workers.
DO YOU WANT TO GUARANTEE SERVICE LEVELS?
Tracking models
We perform deveation analyses between the forecast and actual operations, both in historical series and in real time.
Using “what if” scenarios and simulations based on digital twins, we simulate the center’s results, allowing informed actions to be taken to improve service levels at the customer center.
