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The Contact Center Workforce Manager Skill Set for Forecasting

The Call Center School

Part 1: Workload Forecasting Skills. In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce.

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The Importance of Accurate Forecasting for Omnichannel Volume


According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management.