Overview
Working with a business process outsourcer (BPO) can pose a challenge when it comes to workforce management, because you must consider not only your own resources but also those of your BPO partner. The process often requires businesses to provide a “requirement” to the BPO, either in the form of calls and AHT or productive hours.
In this ebook, we will review the possibilities for creating BPO demand using calls and AHT, productive hours or schedules for your BPO to meet staffing requirements. We’ll also detail how these can be shared with your BPO partner. It is important to fully understand the contractual agreements with BPO partners; this will determine which of the described methods is the best fit for your organization.
Working with NICE as a BPO
Most BPO providers need to be able to not only add the in-house forecast or requirements to their WFM solution but also extract the schedule information to be sent back to the in-house client as a supply
NICE Workforce Management Presents: The Convergence of Labor and Tech in the Omnichannel World
The past few years have seen a paradigm shift in workforce management (WFM), with emerging solutions and channels transforming how BPOs provide contact center services.
iQOR Charts Global Growth With Nice
As a large and high-growth business process outsourcer delivering over one hundred million contacts annually, iQor’s needs evolve rapidly. i