In the first blog article of our Contact Center Forecasting Fundamentals series, we covered different methods to forecast workload. In the next step, the staffing requirements are determined based on the workload forecast. This calculation can be done with an Erlang C calculator. You only need to type in the forecasted workload and the service level and you will get the staffing requirements as a result.
injixo announces today that it was again voted the Best Workforce Management (WFM) Solution in the Top 10 Contact Centre Software and Technology Awards 2018 by readers of Call Centre Helper.
This article is the first part of an upcoming 3-part series on Contact Center Forecasting Fundamentals with everything you need to know to excel in workforce management. In fact, one of the biggest challenges in contact centers today is getting the forecasting and planning right. If you do that well, the rest is much easier. Over the next 6 weeks, we’ll have a 3-part series to help you incorporate some of the best techniques in the industry to forecast and plan smarter. We hope these tips and tricks help turn you into a forecasting hero!
The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘One Number You Need to Grow’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question. For the eNPS, it’s "how likely is it that you would recommend our company as a place of work to a friend or acquaintance?" In this article we'll cover how contact centres can positively influence the answer to that question by using the Workforce Management (WFM) function to upgrade Employee Net Promoter Score sustainably.
In many of my writings so far, there’s been a lot of focus on how to make workforce management, or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.