National Express Uses Teleopti Workforce Management to Keep Passengers on the Move
Teleopti announced today that National Express, the largest operator of coach services in the UK, is using its workforce management (WFM) solution to create schedules for over 160 frontline employees, working complex shift patterns in its customer service center. The National Express contact center supports ticket sales and assistance to customers of its bus and coach services every day of the year. The customer service teams also manage online queries. The customer service center handles between 1800 and 2000 calls a day, increasing to 2500 at peak times holiday times or in bad weather.