CCNG

JULY 19, 2023

Forecasting is the key to solving the puzzle of scheduling the right number of people. Capture lessons learned from past forecasting experiences to continually improve future forecasts. Building a robust workload forecast takes time and effort, but it’s a valuable tool that can transform your WFM operations.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

NobelBiz

DECEMBER 3, 2024

Forecasting AHT helps predict the overall workload and influences staffing levels and training decisions. For instance, implementing new tools or processes may reduce AHT, requiring forecast adjustments. Proactive adjustments to forecasting models are essential to accommodate these changes.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Playvox

MAY 25, 2023

Forecasting helps contact centers plan for both the short and long term. It can also help you identify the best areas to spend — whether it’s investment in additional resources, investment in training and development of your people, improving customer retention, or improving service channels. Complaints 2.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

JANUARY 11, 2024

Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload.

Call Center 52

Call Center Schedule adherence call center workforce Management 52