Call Center, Morale and Workload forecasts

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Workload forecasts

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center

Call Center Schedule adherence call center workforce Management

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

If your forecasting solution is inaccurately calculating the staffing you need, the result could be being overstaffed, which is very costly to an organization. People sitting around and not being productive is bad for morale and customer experience. Voice was relatively easy to forecast as it is a synchronous activity.

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

The Importance of Accurate Forecasting for Omnichannel Volume

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