Remove contact center workforce Remove Customer Support Remove Workload forecasts
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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.

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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

Digital channels have become an integral part of the way that organizations connect with their customers — whether that’s email, social media, live chat, SMS, or good old-fashioned telephone calls. Once you achieve this, you need to consider your workforce planning with digital and omnichannel forecasting for customer service in mind.