Remove Average Handle Time Remove Customer Support Remove Workload forecasts
article thumbnail

What is Call Center Forecasting and How Can You Use It

NobelBiz

Accurate forecasting ensures these targets—such as answering 80% of calls within 30 seconds—are consistently met. Meeting these goals enhances customer satisfaction and ensures compliance with contractual obligations. Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration.

article thumbnail

Workforce Management for Call Centers: What You Need to Know

Playvox

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic. Is WFM the Fountain of Youth?