Babelforce

MAY 18, 2022

Call center forecasting 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. Call center forecasting fundamentals.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center 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 call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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. Voice was relatively easy to forecast as it is a synchronous activity.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Pipkins

MARCH 20, 2017

Financial institutions, healthcare providers and public services are just some of the sectors that are needed in an emergency. Typically, disaster recovery policies help assure that service level agreements are met and customers are provided with the uptime and service they expect.

Workload forecasts 40

Workload forecasts Airlines Healthcare Customer Care 40