contact center workforce, Trends and Workload forecasts

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contact center workforce

Trends

Workload forecasts

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center

Call Center Schedule adherence call center workforce Management

The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making. Forecasting for workforce planning is much the same thing. Workforce management (WFM) is a process that maximizes performance levels and competency for an organization.

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Customer Contact Central

Workforce Management for Call Centers: What You Need to Know

The Importance of Accurate Forecasting for Omnichannel Volume

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