NobelBiz

DECEMBER 3, 2024

Proactive adjustments to forecasting models are essential to accommodate these changes. Technological Changes Emerging technologies like AI chatbots or new communication platforms can affect call volumes and agent workloads. Workforce Management Practices Effective workforce management is crucial for maintaining forecasting accuracy.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Why is Workforce Management Important in the Call Center?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

Inaccurate forecasts can also result in being understaffed, which is also very costly because it can create agent burnout and turnover, not to mention countless bad experiences because you don’t have enough people to serve the volume of interactions. How Does This Impact Omnichannel Forecasting? Complaints 2.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55