Call Center Forecasting and Scheduling Best Practices with WFO

The quality of call center customer service is largely dependent on accurate forecasting and scheduling. So why do so many call centers still rely on spreadsheets for this most important of daily tasks?Any discussion of forecasting and scheduling best practices has to start with an automated workforce optimization solution (WFO). Spreadsheets cannot even approach WFO on accuracy, flexibility, resource allocation and optimized staffing.With WFO, call center managers also have access to the most precise historical data that will be utilized alongside KPIs. While it’s certainly possible to use spreadsheets to check previous monthly and yearly data, WFO streamlines information gathering and analysis so it can be completed more accurately and in a fraction of the time.

Let’s break down the process:

Forecasting

An accurate forecast model relies on accurate historical data. WFO delivers seasonal stats, monthly stats, daily stats, even numbers analyzing one portion of one hour, or 30 minutes, so variations can be determined and adjustments made accordingly. Special days and special events will also figure into these calculations – once again, the automated WFO solution will always be better and faster than a spreadsheet.

Scheduling

With WFO, managers can automatically manage start times, end times and break times, so that agent needs are acknowledged, while call center performance capabilities are always met.  An automated system provides more flexibility than a spreadsheet, while also contributing data that can help managers put the right agents in the right positions to maximize customer service.

To find out more about forecasting and scheduling best practices, as well as choosing the right WFO solution for your business, download our free whitepaper, Forecasting and Scheduling Best Practices.

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