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.

Some planners always seem to be in control of the situation while others frequently struggle with inaccurate forecasts, inefficient schedules and unexpected intraday issues that put service levels under pressure. However, the personality of the planner plays only a minor role. More important are the daily habits that a planner does or doesn’t cultivate.

In this blog post you'll learn about 15 key habits that will make your life as a planner easier and more successful.

Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?