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. Do you understand the three components of workload and what typical patterns exist?
In my recent Lynda.com course, Managing a Customer Contact Center, I explore the fundamentals of workload forecasting. This video will help you create more accurate forecasts, which ultimately lay the foundation for better and more consistent service for your customers.