In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). 

Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.

We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas.  And globally, we’re all getting ready for some holiday shopping! This is amongst the busiest time of the year, especially for the customer service industry. The question that many contact center managers and planners ask themselves now is: "How do I maintain service level successfully?"

Most companies are always on the lookout for the next ‘Game changer’ for their contact center.  When you talk to experts, you’ll hear a lot of buzzwords these days, such as ‘Omnichannel’, ‘Net Promoter Score (NPS)’, ‘Chatbots’, and ‘Artificial Intelligence (AI)’.  It can be challenging to sift through all of these terms to see what actually matters to you. 

London, England:  injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters. The survey is not limited to users of injixo WFM, it is open to planning professionals in all industries and users of all software tools, even spreadsheets.