CCNG

JULY 19, 2023

Forecasting Expertise Partner with a forecasting expert who understands the unique practices of back-office work. Back-office work is handled differently than contact center work, so be sure these differences are factored in. Making assumption is the best way to tank your forecast. Never assume – always ask.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

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.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

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.

Contact Center 52

Contact Center Workload forecasts Marketing Management 52

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.

Contact Center 52

Contact Center Workload forecasts Marketing Management 52

Babelforce

MAY 18, 2022

Accurate forecasting optimizes productivity and ensures contact centers have the right number of agents to deal with contact volume. This article will explain call center forecasting fundamentals and how you can increase forecasting accuracy. It also helps organizations to avoid financial losses.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. As a result, organizations have adopted agile, efficient, and scalable cloud-based tools. billion valuation by 2031.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

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. WFM to the rescue. Those days are over.

Call Center 52

Call Center Schedule adherence call center workforce Management 52