The company had a high turnover in personel during a specific period. This included the manager being promoted to another function within the company. This all had impact on the service being offered to the customers.
Worldline has been using the free Erlang C calculator that Agenses offers long before they started using Agenses Insights and Agenses Forecasting. They were using an Avaya Office IP telephone setup in their contact center. On top of this they were using a stack of tools that which included Avaya Office IP basic reporting, Agenses Erlang C Calculator, and Microsoft Excel for forecasting.
Agenses replaced these tools with one integrated solution which dramatically increased insights in the dynamics of it contact center and decreased time needed to create forecasts. If you think your contact center can also benefit from using Agenses we are happy to set up a free thirty day trial and help you get started!