First of all, why does Contact Center Forecast Accuracy matter? In my experience, the most important outcome from a forecast is the headcount or FTE (Full Time Equivalents) that you need. Every other sub-forecast (contacts, handle time, shrinkage) are all critical to contributing to the headcount forecast.
Achieving service levels consistently is critical to ensuring your customers can get through to your business. Their first impression is how long they have to wait to get through. This challenge can be incredibly difficult, and virtually impossible without the right technology supporting you. So how can a Workforce Management (WFM) tool help you achieve your service level?
Virtually every large company uses a workforce management system. According to a recent survey on US contact center operations, 90% of large contact centers, actively use WFM software today. Around 66% of those contact centers are actually satisfied with their solution whereas 24% are looking to upgrade or replace their WFM software.
Call center scheduling can be one of the most complex jobs in workforce management (WFM). Some organizations conduct annual or quarterly mandatory shift bids that are manual and intensive for the planner. Other organizations see the function as more administrative – making scheduling adjustments, adding exceptions or segments to schedules, and processing requests.
One of the value-adding functions in Workforce Management (WFM) is our ability to provide a realistic cost of labor for the contact center. Developing call center budgets can be extremely complex with a push and pull between what the senior leadership wants and what it really takes to run the business.