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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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Workforce Management for Call Centers: What You Need to Know

Playvox

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). WFM to the rescue.

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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.