As contact centers become increasingly omni-channel in how they interact with customers, the old ways of determining how many agents are needed on a given day is becoming obsolete. 

In a recent webinar hosted by Mike Gibb at AccountsRecovery, a panel of industry experts shared some of the data, predictive modeling, and KPIs they use to know how many agents are needed to operate efficiently.

How Intelligent Contacts Can Help You Maximize Productivity

As AI models continue to improve and become more accessible , workforce management tools will continue to adapt to the new ways and methods contact centers are using to communicate. But as with all AI-driven predictive modeling, the results are only as relevant and accurate as the data you’re collecting.

Intelligent Contacts is a provider of a hosted omnichannel contact center platform that uses data and machine learning to maximize right party contacts and average agent talk-time per hour through the best predictive dialer in the industry.

We realize that capturing every aspect of your contact center’s customer interactions provides the crucial data you (and the machines) need to continually improve business outcomes. We not only use this real-time data to feed our dashboards and reports, we make that data available to our clients instantly through APIs, native integrations, and automated batch file transfers.