Offer More Consistent Customer Service with Accurate Workload Forecasts

Brad Cleveland

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. In a recent LinkedIn Learning course … Call Center Contact Center Customer Service Workforce Management Brad Cleveland Forecast LinkedIn Learning workforce management

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Brad Cleveland

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

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10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Brad Cleveland

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

Disaster Recovery Procedures Enacted by Winter Storm Stella as Reported by Pipkins

Pipkins

Louis, Missouri, noticed the need to assist in disaster recovery procedures when customers began to call before and during the onset of the storm. Often times, the complexity of the requirements for shifts can be complicated and tediously mathematical, as workload forecasts and schedules must be recalculated based on emergency conditions. News Releases Call Center Contact Center WFM Workforce Management