Category Archives: Workforce Management
5 Secrets of Accurate Scheduling in a Multichannel Contact Center
How Many Concurrent Chat Sessions Should Agents Handle
7 Suggestions for Improving Schedule Adherence
Skills-Based Routing: Effective Resource Planning Is Vital
When to Begin Forecasting and Planning Chat
Three Questions that Help Define Contact Center Workload
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations...
Read More >>>The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...
Read More >>>How to Improve the Accuracy of Your Schedules
Forecasting and Staffing for New Channels
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social...
Read More >>>Consistent Performance
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the...
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