This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Forecasting in callcenters helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Callcenters predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.
Callcenterforecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Callcenterforecasting fundamentals.
Managing forecasting, scheduling, and agent productivity in a callcenter is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better callcenter workforce management (WFM).
As such, it is crucial to make an almost accurate forecast to enhance business success short-term and long-term. Do you want to start forecasting or improve forecasting techniques? This article is for you! You will also learn factors that affect forecasting and the best forecasting tools.
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?
Accurate workloadforecasting 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)”.
Accurate workloadforecasting 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)”.
Accurate workloadforecasting 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)”.
Accurate workloadforecasting 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)”.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content