Agent burnout, Meeting and Workload forecasts

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Agent burnout

Meeting

Workload forecasts

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

Related Article: Why A Digital Contact Center Is Essential for Meeting Today’s Customer Expectations Digital Channels Aren’t All The Same As digital channel uptake accelerates, why is it important for contact center operations to understand the difference in terms of workforce planning? How Does This Impact Omnichannel Forecasting?

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

Customer Contact Central

The Importance of Accurate Forecasting for Omnichannel Volume

Workforce Management for Call Centers: What You Need to Know

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