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Remove contact center solutions Remove Workload forecasts Related Topics
Agent burnout contact center workforce call center workforce Schedule adherence Service level Morale Average Handle Time Customer Support Metrics Employee engagement More Related Topics >
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Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload.

Call Center 52
Call Center Schedule adherence call center workforce Management 52
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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

For example, customer service is the workstream, but it has three workloads associated with it: 1. Support This breakdown of handle times is key to being able to create a multi-workload forecast. How Does This Impact Omnichannel Forecasting? Forecast volumes are based on historical data. Complaints 2.

Contact Center 55
Contact Center Workload forecasts Agent burnout Customer retention 55
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