Posts in category Forecasting

What to Consider When Forecasting for Live Chat in Your Contact Center

Charles Watson Forecasting Aug 20, 2019 8 min read

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.

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Contact Center Forecasting Fundamentals #3: Closing the Staffing Gap

Charles Watson Forecasting Aug 15, 2018 11 min read

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. 

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Contact Center Forecasting Fundamentals #2: How to Master Workforce Forecasting

Charles Watson Forecasting Jul 19, 2018 11 min read

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.

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Contact Center Forecasting Fundamentals #1: How to Forecast Workload

Charles Watson Forecasting May 29, 2018 10 min read

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!

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