Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy?
Posts in category Forecasting
Does your contact center support Social Media? If it doesn’t today, there’s a good chance it will in the near future. More and more customers are engaging in customer service through social media channels. Learn how to quickly and reliably forecast Social Media demand for your contact center.
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.
Here we are again - with the last blog article of our Contact Center Forecasting Fundamentals series. As a refresher, part #1 focused on 'how to forecast workload' and part #2 dealt with 'how to master workforce forecasting'.
So, now that you’ve forecasted your demand and the supply of agents, you’re ready to start incorporating best practices to closing the staffing gaps. In this final article of the series, we’ll cover techniques for efficiently aligning staff to demand both short and long term. We’ll also look at how to determine the best method to cover staffing needs for a few weeks up to several months. To do this, we'll walk you through a simple scenario case step by step.
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.