1:45  -  2:45

October 25, 2018

Grand Cypress G

304: How OUC Analytics to Improve Call Center Workforce Management

Session Category :  Asset/WFM 

Come hear how Orlando Utilities Commission’s Call Center is using data analytics for their workforce management. OUC call center leadership will discuss how they recently began to use scheduling software to predict/forecast call center staffing needs and maintain KPI goals using tools such as NICE and OpenScape applications.

Attendees will hear the following:

  • Overview of OUC Call Center Operations & Staff
  • Discuss analytics tools being used for improvements to KPI’s
  • Review opportunities for improvement to reduce manual activity