DMG Consulting

SEPTEMBER 7, 2023

Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level. New AI-based algorithms, predictive models, and simulation techniques enhance forecasting and scheduling capabilities.

Management 48

Management Real estate Agent Empowerment Enterprise 48

Monet Software

JANUARY 6, 2020

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. Plan for too few and service levels degrade as agents become overwhelmed. Bringing Forecasting Full Circle.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

ChurnZero

MARCH 31, 2022

The latter includes professional services COGS, whereas the former is the pure cost of running the services (e.g., Then, they are just regular renewals, but you’ve optimized the process for the normal occurrence which is hopefully a renewal. As discussed, it’s about comparing the actual result to an honest forecast.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Fonolo

AUGUST 15, 2023

We have to include more than just “talk time,” because sometimes agents are on hold during the conversation, waiting on another process. We also need to include work that happens after the call to “wrap-up” the transaction. This can lead to serious mistakes in forecasting and staffing.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Playvox

APRIL 6, 2023

The WFM Forecaster A forecaster’s job is to predict upcoming volumes using historical data – such as volume, handle time, and shrinkage. These are the basics of building a good forecast, and accurate forecasts are the foundation for the workforce planning and workforce management process. Why is this?

Management 54

Management Contact Center Best practices Agent burnout 54

DMG Consulting

APRIL 13, 2022

The newer WFM applications are flexible and designed to handle both voice and digital channels, including interactions that pivot between channels and agents. It increases the accuracy of forecasts and enables the application to auto-select the optimal algorithm for each situation. said Donna Fluss, President of DMG Consulting LLC.

Consulting 48

Consulting Consulting Enterprise Management 48

Call Design

FEBRUARY 14, 2019

Your operational plan will be the lighthouse that reminds you which way to go, and highlights any potential dangers that could arise in the near future. What is an operational plan? This plan is updated depending on your needs. Depending on the size of your business, you may need multiple plans for different departments.

Average Handle Time 60

Average Handle Time Benchmark Contact Center Education 60

Pipkins

MARCH 6, 2017

Better use of planning and Admin. The workforce management system easily and accurately forecasts and schedules for multi-skilled, multi-media contact centers, working out the absolute best possible schedules with available resources. The system will help in optimizing recruitment plans. Reduced shrinkage.

Management 40

Management Contact Center Self service Average Handle Time 40

Monet Software

DECEMBER 4, 2019

Contact center shrinkage can be like a kid running a lemonade stand. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Dialer 360

APRIL 9, 2019

By understanding every of price as how they are affected with shrinkage. The forecast may about offer time off with underutilized rep as small notification. Follow all the silence and make the plan on how to use them efficiently. This is all including data and information on how they are doing and how they have to be enhanced.

Call Center 24

Call Center Average Handle Time Coaching Feedback 24

Playvox

APRIL 19, 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. Our world is dynamic.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79