Contact Center Management Workload forecasts 
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. WFM isn’t just for the contact center anymore.
The Call Center School
OCTOBER 24, 2019
Part 1: Workload Forecasting Skills. In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce.
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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.
Injixo
SEPTEMBER 17, 2020
Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers.
Injixo
SEPTEMBER 17, 2020
Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers.
Brad Cleveland Blog
APRIL 5, 2019
Everything to do with getting resources right in a contact center begins with predicting what the workload will be.
Injixo
JULY 19, 2018
In the first blog article of our Contact Center Forecasting Fundamentals series, we covered different methods to forecast workload. However, despite workload forecasting, it’s equally important to invest time in forecasting the workforce required to staff against the demand you’ve identified in the first step.
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