Agent burnout, Service level and Workload forecasts

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Agent burnout

Service level

Workload forecasts

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

Forecasting is critical because the other option is pure guesswork. No contact center wants to be caught off-guard by unexpected volumes and missed service levels on a daily basis or be blind to what is going on in real time across their business. How Does This Impact Omnichannel Forecasting? Complaints 2.

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

The Importance of Accurate Forecasting for Omnichannel Volume

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