What is Simulation Modeling and how does it fit in with workforce management and forecasting software?
This paper highlights the growing importance of simulation tools for designing and managing contact centers. Simulation is a modeling technique that enables managers to determine the likely consequences of investment, operational decisions and process changes before they are implemented. Such a capability is increasingly important as the number, complexity, and cost of technology and process alternatives grow. Simulation also helps managers demonstrate to executive management the positive and negative impacts of such decisions on a contact center. This paper also discusses modeling functions, uses for modeling, steps to create a model, and how to gather and use data results from a model.
