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

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

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

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

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. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department. Workforce Management

Call Center 63

Call Center Workload forecasts contact center workforce Contact Center 63

Balbelforce

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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Workload forecasts Average Handle Time Call Center Abandon rate 52

Injixo

SEPTEMBER 17, 2020

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.

Workload forecasts 52

Workload forecasts Contact Center Marketing Management 52

Injixo

SEPTEMBER 17, 2020

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.

Workload forecasts 52

Workload forecasts Contact Center Marketing Management 52

Injixo

JULY 19, 2018

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

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Workload forecasts Contact Center Management 40

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)”. 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.

Workload forecasts 21

Workload forecasts Contact Center Call Center Management 21

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)”. If it’s … Call Center Contact Center Customer Service Workforce Management Brad Cleveland forecasting ICMI workforce management

Workload forecasts 24

Workload forecasts Contact Center Call Center Management 24

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)”. 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.

Workload forecasts 20

Workload forecasts Contact Center Call Center Management 20

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)”. If it’s … Call Center Contact Center Customer Service Workforce Management Brad Cleveland forecasting ICMI workforce management

Workload forecasts 20

Workload forecasts Contact Center Call Center Management 20

Balbelforce

APRIL 13, 2022

Forecasting is making predictions using past or live data. To increase forecasting accuracy, you have to study your customers, know industry trends, and assess the competition. Forecasting is valuable to any organization to make informed business choices and plans.

Workload forecasts 52

Workload forecasts Advertising Sales Government 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 Airlines Healthcare Customer Care 40

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. 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.

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Workload forecasts Contact Center Marketing Accountability 40