If you’re in Workforce Management (WFM) or Forecasting long enough, you’ll hear just about everything that doesn’t work when it comes to planning in the contact center. Often bad information gets passed down from analyst to analyst, or people build forecasting models that they love, but aren’t able to be flexible in adjusting the methodology as they grow in the craft, or as the business changes. There are some sciences that apply to any contact center forecast.
What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?
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.
"No, not pizza again!" said a disgruntled Agent. They hated having the same cliched "motivational" rewards in their contact center. If you still rely on donuts, pizza and movie tickets as the primary perks in your contact center, you need to think again...
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?