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. Workforce Management

8 Frequently Asked Questions about Contact Center Planning with Excel

Injixo

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

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. However, despite workload forecasting, it’s equally important to invest time in forecasting the workforce required to staff against the demand you’ve identified in the first step. 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)”. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way.

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)”. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way.

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

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.

WFM Software Suite: Making the Right Purchase Decision

Pipkins

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. Powerful Algorithms – An accurate WFM software suite implements advanced algorithms (Such as Merlang ) that are able to forecast based upon historical data. Avoid manual editing by implementing a system that can forecast the future.