Brad Cleveland

APRIL 5, 2019

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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Workload forecasts Customer Service Contact Center Management 20

Injixo

JULY 19, 2018

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

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Workload forecasts Contact Center Management 52

Brad Cleveland

MAY 25, 2018

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)”.

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Workload forecasts Contact Center Management Call Center 28

Brad Cleveland

JUNE 14, 2017

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)”.

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Workload forecasts Contact Center Management Call Center 31

Pipkins

JANUARY 14, 2019

There are many vendors that market WFM software that lacks the functionality needed to accurately forecast workloads and generate optimized staff schedules to handle that work without over-staffing or under-staffing.

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Workload forecasts Contact Center Marketing Accountability 52

Pipkins

MARCH 20, 2017

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. Winter Storm Stella hit the Atlantic coast from Maryland to New England, leaving between three and five feet of snow in some areas over a three-day span.

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Workload forecasts Travel Healthcare Airlines 40