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Back Office Forecasting, Scheduling and Tracking / Intraday Work Assignment
Tips and Tricks
Thursday, December 12th - 11:00 AM ET / 16:00 PM GMT
Presented by: Michael Cavataio, Business Application Consultant, Aspect
Workforce optimization tools have been used effectively in front office contact centers for years, but relatively few companies are applying the same benefits and advantages to their back office operations. This session will include information on two Aspect® Workforce Management™ features: Back Office Forecasting, Scheduling, Tracking along with Intraday Work Assignment. Attendees will be able to:
- Understand the necessary preparation, concepts, and configuration elements needed to best support the back-office business channel
- See how to best incorporate Aspect’s Intraday Work Assignment feature into contact center operations