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In the old days, knowing how many collectors you needed was easy — you just needed to count how many phones you had in your office. You had as many collectors working as you needed to manage the incoming and outgoing calls. That’s not necessarily the best way to distribute your workforce anymore. Collectors can manage multiple text or webchat conversations at the same time. The types of calls that are coming in through the IVR are different, too. Add on top of this that a lot of companies have collectors working remotely, and it feels like the dynamic is changing.

In this webinar, sponsored by TCN, a panel of experts will talk about how deploying collectors is changing and how to know where and how many you need on any given day.

SPEAKERS: