The Call Center School
OCTOBER 24, 2019
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.
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. WFM isn’t just for the contact center anymore.
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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). WFM to the rescue.
Injixo
SEPTEMBER 17, 2020
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.
Injixo
SEPTEMBER 17, 2020
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.
Brad Cleveland Blog
APRIL 5, 2019
Everything to do with getting resources right in a contact center begins with predicting what the workload will be.
Babelforce
MAY 18, 2022
Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Call center forecasting fundamentals.
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