"Thought provoking... Insightful... Invaluable… Informational... "

That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got.

Does your contact center support Social Media? If it doesn’t today, there’s a good chance it will in the near future. More and more customers are engaging in customer service through social media channels. Learn how to quickly and reliably forecast Social Media demand for your contact center. 

October 2nd & 3rd 2019 | etc. venues Manchester

Press release - September 12, 2019

Forecasting for phone channels is only part of our challenge as planners these days. With the explosion of other entry points into your contact center, it’s important to be able to develop forecasts for other types of channels as well. Over the next few blogs, we’ll cover some non-phone channel forecasting to help you develop well-rounded forecasts for your customers.  We’ll start with one of the fastest growing channels nowadays, which is chat.

Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.