Tips and Tricks for Successful Contact Center Forecasting and Planning

Workforce management has long been characterized like so: Ensure that the right numbers of agents are available at the right time to service customers. This definition still applies, and now extends to strategic planning ‒ of which many companies subscribe to two areas to ensure they’re staffed appropriately, at all times:

  1. To react successfully to the intraday management environment and day-of changes to scheduling, ensure that the operation is both nimble and efficient.
  2. To meet seasonal and changing service demands according to the strategic plan, make sure that the right number of agents are trained and available.

Many day-of operational problems can be put to rest in the strategic planning process.

In this third of our three-part webinar series, get useful tips and tricks for forecasting and planning that help you determine staffing requirements and avoid day-of issues. These same tips and tricks even apply to hiring plans over time.

It’s simple. Ensure that the right numbers of agents are available at the right time to service customers.

 

 

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