Description
Human Resource organizations are faced with the challenge of providing
rapid and high quality service to their workforce while containing or
reducing costs. Administrative staff reductions and hiring freezes contribute
to this challenge. Additionally, HR staff is faced with managing spikes in call
volume while still providing accurate, consistent solutions and guidance to
employees across the entire organization. HR service delivery can be
inherently inefficient without smart call routing, intuitive case management,
balanced agent workload, or effective self-service options.