In this full interview Emma Skygebjerg from Puzzel, explains how we have been seeing increasing complexity in types and forms of volumes in the contact centre, and some of the challenges this has been presenting for scheduling and volume forecasting. 

With the pandemic and the rush to digitalisation, this has only been increasing too. We discuss these trends and some of the solutions she has seen across the market.

More insights and videos at https://www.ro-ar.com