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...
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a...
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of...
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