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Morale

Trends

Workload forecasts

Workforce Management for Call Centers: What You Need to Know

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. 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. People sitting around and not being productive is bad for morale and customer experience. How Does This Impact Omnichannel Forecasting?

Contact Center

Contact Center Workload forecasts Agent burnout Customer retention

Workforce Management for Call Centers: What You Need to Know

The Importance of Accurate Forecasting for Omnichannel Volume

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