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Forecasting & Scheduling Messages in this topic - RSS

Posts: 115

Posts: 115
Good morning! Today's chat is all about Workforce Management and Optimization. Join us at 1:00 ET on Twitter. Just follow and use our hashtag (#ICMIchat) to participate.

Here are our questions:

Icebreaker: During which time of the day do you feel most productive?

Q1: Who's responsible for forecasting and building schedules in your contact center?

Q2: What are some of the common causes of inaccurate contact center forecasts?

Q3: What are some ways to mitigate customer impact during contact spikes that weren't forecasted?

Q4: What's the best way to forecast volume in less traditional channels such as social media?

Q5: How does your team manage last-minute schedule changes, such as sick days? (Ex: are employees required to find coverage? Does your WFM tool assign someone else?)

Q6: Brands like Postmates and Lyft are changing the way people think about work. Do you thinkUber-style surge pay scheduling could work for the contact center? Why/why not?

Q7: Should agents be trained to support customers on multiple channels, or is it best to assign agents to channel-based teams?

Q8: With more and more salaried employees working outside their standard work hours, is the 40-hour work week a thing of the past? Why?

Erica Strother Marois
Community Strategist, ICMI
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