Expivia
APRIL 1, 2021
Crystal Ball – The Call Center of 2025. How we route has evolved from the longest wait time to skills-based routing. With real-time workforce management, agents are moving in and out of different skills based on different routing techniques. Let’s talk about the future. Predictive Behavior Routing.
Fonolo
MAY 30, 2023
In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Simply put, workforce management is the strategic discipline of carefully deploying your resources, so you hit your service level targets while keeping costs in check.
Revation Systems
AUGUST 26, 2020
Prior to the pandemic, the focus was on traditional metrics in patient access, such as referral management, appointment wait times, capacity utilization, and new patient growth. Frost & Sullivan forecasts a sevenfold growth in telehealth by 2025 – a five-year compound annual growth rate of 38.2%.
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