Magpie Partners

Contact center staffing reduces to a simple question without a simple answer: How many people need to be on the phone, and to what work should they devote their time? Magpie Partners’ proprietary algorithms — first implemented for the 3rd largest credit card issuer in the United States — are the only known means to analytically calculate the financial impact of handling inbound customer service phone calls. This insight leads to a uniquely powerful answer to the contact center staffing question: a way to maximize the economic value generated in contact centers while minimizing operational risk.