Contact centres regularly use expensive workforce management solutions that are inflexible and difficult to work with. These solutions focus on managing call handler schedules (ie what they're doing at each point in the day) against customer fulfilment (how quickly they're getting to support that customer). These solutions represent the last step of the planning journey for many companies and to be truly connected, Anaplan should look to invest time in supporting organisations that are interested in developing this capability within Anaplan. Increasing the available time scale sensitivity and improving the customisation of these settings to model builders would facilitate this development work.
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