Customer Support, Technology and Workload forecasts

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Customer Support

Technology

Workload forecasts

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic.

Call Center

Call Center Schedule adherence call center workforce Management

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience. Digital transformation is more than just purchasing technology. How Does This Impact Omnichannel Forecasting?

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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