With 80 different nationalities—using 40 different languages—staffing its global contact centers, Rentalcars.com faced a complex task of scheduling and sourcing talent made more difficult by the manual way it was handled.
Planners who still used spreadsheets often spent four days of intensive manpower preparing advisor work schedules, then spent even more time making any changes that came about. As Rentalcars.com’s business grew, so did the number of contact center advisors it employed—and so did the scope of its contact center scheduling issue. Read how Rentalcars.com embraced WFM to support their global contact center needs.
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