Injixo

SEPTEMBER 17, 2020

It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers. Excel is still the tool of choice for many contact center planners when it comes to staff planning.

Contact Center 52

Contact Center Workload forecasts Marketing Management 52

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.

Workload forecasts 40

Workload forecasts Contact Center Management 40

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. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea.

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

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. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea.

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

Pipkins

MARCH 20, 2017

Often times, the complexity of the requirements for shifts can be complicated and tediously mathematical, as workload forecasts and schedules must be recalculated based on emergency conditions. Labor laws, among other guidelines, remain a concern throughout the emergency. Lessons are learned during these types of situations.

Workload forecasts 40

Workload forecasts Airlines Healthcare Customer Care 40

Brad Cleveland Blog

JUNE 14, 2017

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

Workload forecasts 26

Workload forecasts Contact Center Call Center Management 26

Brad Cleveland Blog

JUNE 14, 2017

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.

Workload forecasts 26

Workload forecasts Contact Center Call Center Management 26

Brad Cleveland Blog

MAY 25, 2018

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.

Workload forecasts 26

Workload forecasts Contact Center Call Center Management 26

Babelforce

APRIL 13, 2022

Forecasting for call centers entails estimating future workload and the staff capacity needed to handle the contact volume. The law of supply and demand is crucial in call center forecasting, as in any other business field.

Workload forecasts 52

Workload forecasts Advertising Call Center Sales 52

Brad Cleveland Blog

MAY 25, 2018

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

Workload forecasts 22

Workload forecasts Contact Center Call Center Management 22

Pipkins

JANUARY 14, 2019

Be sure to select a WFM software suite that can utilize enough historic data to produce accurate workload forecasts, generate optimized schedules and handle all the variables you can expect to encounter in today’s complex omni-channel contact center environments. About Pipkins.

Workload forecasts 40

Workload forecasts Contact Center Marketing Accountability 40

Brad Cleveland Blog

JUNE 14, 2017

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

Workload forecasts 20

Workload forecasts Contact Center Call Center Management 20

Brad Cleveland Blog

MAY 25, 2018

Accurate workload forecasting is critical to contact center success. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.

Workload forecasts 20

Workload forecasts Contact Center Call Center Management 20

Playvox

MAY 25, 2023

For example, customer service is the workstream, but it has three workloads associated with it: 1. Support This breakdown of handle times is key to being able to create a multi-workload forecast. How Does This Impact Omnichannel Forecasting? Forecast volumes are based on historical data. 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