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...
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the...
