Agent burnout, Personalization and Workload forecasts

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Agent burnout

Personalization

Workload forecasts

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. Related Article: The Role of Real-Time Data in Workforce Management What Is Contact Center Omnichannel Forecasting? Support This breakdown of handle times is key to being able to create a multi-workload forecast.

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. 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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