Published: May 09, 2016
One of the greatest challenges facing the multichannel contact center is creating an accurate forecast and appropriately staffing across all channels of service.
According to 2015 research by ICMI, contact center leaders and agents alike must navigate too many tools and cumbersome technologies to complete even the most basic of everyday tasks. The negative effects on the employee and customer experience are vast and the value of clinging to these legacy systems diminishes every day. As contact centers add more channels and customer expectations evolve, the need for a change will only become more evident.
One of the greatest challenges facing the multichannel contact center is creating an accurate forecast and appropriately staffing across all channels of service. Getting the forecast and staffing requirements right is a foundation of providing great service. If the forecast is wrong, the affects ripple across all facets of the contact center. Every contact center leader knows the feelings of being under or overstaffed and the importance of having the right people, in the right place, at the right time. Not all contact center leaders, however, know the actual root cause of why they’re under or overstaffed and what can be done to prevent it in the future. This toolkit was designed with those contact center leaders in mind.
In this toolkit, we’ll explore:
- Workforce Planning and Management Framework
- How-To Guide for Calculating Staff Requirements
- Tips for Creating a More Effective Schedule
- Ways to Improve Your Real-Time Management Skills
- Factors to Consider When Choosing Your Next Workforce Management System
- About ICMI & LiveOps
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