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. MORE

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. MORE

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

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)”. MORE

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)”. MORE

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. MORE

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 MORE