Call center forecasting and scheduling best practices

In a 2010 survey by DMG, call center managers rated the following 4 tasks as their top call center workforce management challenges:

  • Need to schedule phone and non-phone activity
  • Need to optimize the mix of full-time/part-time/flex workers
  • Poor agent adherence
  • Need to schedule multiple channel: phone, email, chat, etc.

Here are some best practices we would like to share with you that might help you overcome those challenges:

  1. Call Center Scheduling Tip: Include all activities into the schedule
  2. How to schedule full/part time and flex workers in your call center?
  3. Six simple strategies for improved call center schedule adherence.
  4. How to forecast and schedule for multiple channels – calls, emails, chat
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