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

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

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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. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department.

8 Frequently Asked Questions about Contact Center Planning with Excel

Injixo

Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers.

Contact Center Forecasting Fundamentals #2: How to Master Workforce Forecasting

Injixo

In the first blog article of our Contact Center Forecasting Fundamentals series, we covered different methods to forecast workload. Forecasting

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)”. If it’s … Call Center Contact Center Customer Service Workforce Management Brad Cleveland 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)”. If it’s … Call Center Contact Center Customer Service Workforce Management Brad Cleveland 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)”. If it’s … Call Center Contact Center Customer Service Workforce Management Brad Cleveland forecasting ICMI workforce management

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

Pipkins

Pipkins , a 34-year-old workforce management software company located in St. 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

WFM Software Suite: Making the Right Purchase Decision

Pipkins

When it comes to purchasing a WFM software suite, making the right choice can be reason to celebrate due to the positive impact on not just your contact center operations, but your entire organization. Choosing the right workforce management or WFM software suite can be a critical factor in a company’s success. Investing in products that lack performance will result in wasted expenses, difficult management, and an unwanted commitment.