Watching costs is always important. However it is tricky to know when saving costs harms your customers experience. Agenses offers unique features to save costs at times it has low impact on your customers experience.
Our algorithms will automatically inform you when cutting costs has low impact on your customers experience. We do this by looking at the call load prediction and your desired service level. If by lowering the number of scheduled agents the desired service level for that time-period will not be reached but overall performane is stillgood it will suggest scheduling less agents.
It s possible to do this because the call load is actually a prediction in itself. There are always peaks and lows but the average is what counts most.