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- Telia Uses Automated
Automated scheduling shrinks wait times for both contact center agents and in-store personnel
Challenge
Telia Company AB’s mission is to set its customer at center stage, always at the core of the company’s efforts and vision.
Leaders want Telia customers to walk away not just satisfied with the service they received, but feeling that it went above and beyond their expectations.
To make its customer-centric mission of providing world-class customer interactions a reality, Telia contact center leaders knew they needed a workforce management (WFM) solution that would help them more easily manage their varied customer journeys and multi-skilled agents. But it also needed to be a solution Telia planners, managers and agents could begin using as quickly—and productively—as possible.
What has impacted our results the most is the ease with which our WFM team can use the solution and revise forecasted data.”
Daniel Tikka Zandhers –
Head of Workforce Operations – Telia