CASE STUDY Hilton Reservations Worldwide Efficient staffing for a contact center that helps maintain a reputation for hospitality • Lower staffing costs • Increased agent morale and reduced attrition by more than 20 percent Results • Highly accurate forecasting and scheduling • Improved occupancy to an average of 90 percent “ I’ve been in contact centers now for about nine years, and in workforce management for about seven, and in eve

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