NobelBiz

DECEMBER 3, 2024

Forecasting AHT helps predict the overall workload and influences staffing levels and training decisions. For instance, implementing new tools or processes may reduce AHT, requiring forecast adjustments. Advanced tools can integrate these variables to ensure adequate staffing, reducing the risk of service disruptions.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Playvox

JANUARY 11, 2024

Overcoming the Shortcomings of Spreadsheets in Workforce Management Spreadsheets may have been the tool of choice for forecasting and scheduling when call centers were voice-only. Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

Customer service centers will continue to entrench themselves in innovation, adapting to customers’ ever-increasing needs and demands while safeguarding employee experience. As a result, organizations have adopted agile, efficient, and scalable cloud-based tools. But contact centers shouldn’t just make decisions on the fly.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55