Everything to do with getting resources right in a contact center begins with forecasting, 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 workstations you need, even how many snacks are in the cafeteria. Accurate forecasting pays off in more accurate schedules and budget, and ultimately in better and more consistent service for your customers.
This video from my LinkedIn Learning course “Managing a Customer Contact Center” explains the basics of forecasting in the customer contact center.
Forecast the workload from Managing a Customer Contact Center by Brad Cleveland