article thumbnail

Unleashing the Potential of Back-Office WFM: Mastering the Forecasting Challenge

CCNG

Capture lessons learned from past forecasting experiences to continually improve future forecasts. Building a robust workload forecast takes time and effort, but it’s a valuable tool that can transform your WFM operations.

article thumbnail

#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List

Call Design

“WFM is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level, and within budget” the key factor to getting this right is to make staffing related decisions based off the forecasted workload demand. There is, however, a light at the end of the tunnel.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

What Is Call Center Forecasting (and How to Increase Your Forecast Accuracy)

Babelforce

In this post: Call center forecasting fundamentals Workload forecasting Workforce forecasting How to increase call center forecast accuracy. Call center forecasting fundamentals. Call center forecasting helps managers align demand and supply, optimizing cost and profit performance.

article thumbnail

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.

article thumbnail

Offer More Consistent Customer Service with Accurate Workload Forecasts

Brad Cleveland Blog

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. You get the idea.

article thumbnail

Offer More Consistent Customer Service with Accurate Workload Forecasts

Brad Cleveland Blog

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. You get the idea.

article thumbnail

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.