At the contact center, the ease of connecting the phone directly leads to customer satisfaction. Then, if we say whether to increase the number of operators, there is a limit because the cost to bear is restricted. It is important to make it as easy to connect as possible with the people who are now. To that end, it is a measure to visualize indicators such as accurate call volume / business volume prediction and staffing planning, and how much probability is connected, and adjusting based on these.
The WFM tool arranges personnel appropriately while maintaining or improving the quality of service, and observes and analyzes the situation of the contact center in real time.