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contact center solutions

Metrics

Workload forecasts

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

Call Center Schedule adherence call center workforce Management

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of interactions — calls, emails, chat, ticketing, etc. —

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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