NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

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.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of interactions — calls, emails, chat, ticketing, etc. —

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55