Call center forecasting and scheduling tips and best practices
The following is a list of practical tips, tricks and best practices on how to better forecast call volumes and more effectively schedule your call center team:
- Why is forecast accuracy important?
- How to improve forecasting with forecast simulation tools
- How to forecast special days
- How to address changes in call volumes during the day with intra-day forecasting
- How to forecast for multiple channels
- Why you need to include all agent activities into the schedule
- How to include part-time and flex-workers into your schedule
- When to use scheduling spreadsheets
- Ideas on implementing a flexible shift model
- What is real-time schedule adherence
- How to improve schedule adherence
If you would like to see some of these tips in action, please watch our video demonstrationsabout call center forecasting and scheduling.
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