Call centers operate in a dynamic industry. Call volumes can fluctuate greatly, increasing and decreasing demand put on the contact center staff. Managers strive to forecast call volumes in order to ensure they have the right number of staff available for any given shift, but the process can be time consuming and flawed when done manually.
To help better manage the workforce within the call center, many organizations turn to workforce management solutions as such applications can help to accurately forecast call volumes while matching skill levels and agent availability according to call center needs.
Accurate forecasting is essential to effectively schedule agents for the call center, yet it is one area where increased measurement is needed. According to a recent ICMI study, only 56.4 percent of call centers measure for forecasting accuracy. Proper forecasting is directly related to effective scheduling to deliver the optimal customer experience.
Call center scheduling can be a tricky area to manage as the size of the call center and the companies that it serves can dictate the level of skill necessary for agents to possess. The more complicated the calls, the more live agents with specialized skills needed to deliver the expected level of service.
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Tuesday, September 30, 2008
Effective Call Center Scheduling Increases Customer Satisfaction
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