The challenge, of course, is factoring in all of the variables to which forecasts are subject – it’s no wonder that creating consistently accurate contact center forecasts is both an art and a science.
But with the right workforce management system, one capable of predicting future call volume and agent staffing needs, you have everything you need to make the tasks of forecasting and scheduling more accurate and more efficient.
Here are some additional tips to get the most from your WFM solution.
- Detailed Data Analysis: Use work history data to anticipate future call volume, agent requirements, average call handling time and other performance indicators.
- Flexibility: Gather necessary data through analysis of call types and routing policies, and review updates throughout the day so you’ll always know when changes are necessary.
- Testing: Generate and analyze alternative scenarios based on changes in staffing or call volume, so you can better anticipate issues before they arise.