Accurate Forecasting of Call Volumes/Cases/Emails/Chats and Agent Workloads

This demo will walk you through the Monet Forecasting module and show you how easy it is to get accurate historic information on calls, cases, emails and chats, but still have the option to make adjustments for the changes in your business. Precise and accurate Monet forecasts will give you the base to create optimal, efficient schedules that allow you to meet your customer expectations and service levels, while still being cost effective. In addition, long-term forecasting gives you the tools to make future hiring and budget planning simple.

 

Forecasting with Monet WFM – Transcript

Today I am working on a forecast for an upcoming Monday in March. I have my historical data from my phone calls, emails and chats, which is giving me a clear picture of what has been happening recently, but I also know I am looking at some changes to my business.

 

A new product line is being added, so I need to adjust my overall task volume to accommodate it. In addition, my handle time is going to increase because a new hire class is scheduled to hit the floor. I am also going to add some weeks of volume from last year to account for some call arrival patterns that are seasonal in my business.
I have also been noticing that more and more of my company’s customers are using chat. By drilling down on my individual phone queues and tasks, I can make a 10% additional increase to only my chat volume.

 

With just a few clicks, my forecast is generated. I now want to take a closer look at a forecast for some schedules I am working on for an upcoming week.

 

Here on the Daily Forecast screen, I can see my forecast by 15-minute intervals. In addition to the tasks and average handle time, I can also see how many agents I need to meet my service levels. The adjusted agents’ column includes the shrinkage that I have added to my forecast. While I am reviewing it, I realize I still need to make some adjustments. I have just heard that my company might be sending out a new marketing email on the day of my forecast. By changing my number of tasks, Average Handle time or other factors, I can make some comparisons between up to five forecasts at a time and really get a full picture of how any of these changes will impact my staffing needs.

 

Once I finish my daily forecast adjustments, I head over to the Long-Term Forecasting tab. I need to do some hiring and budget plans for Q3. Just as I did when I ran my weekly forecasts, my task history was easily accessible to tailor for any business changes. For any range of months I choose, I can also make additional adjustments and run comparison forecasts. The FTEs I need by the entire quarter and then by month, is easy to see. Since the summers in my contact center have a lot more task volume, I have a clear picture of how my staffing needs are going to change once September rolls around. The students I hired who will want reduced hours once school starts, means I don’t have to worry about doing any additional hiring. My boss is always asking about the staffing budget, and the Cost Projection section makes providing her with that information easy, with just a couple of clicks.

 

By scheduling a Projected Cost report to be delivered automatically to her email box every week, she always has all the numbers she needs when she meets with her boss.
As you can see, Monet Forecasting is easy to use, while still giving you all the information you need to make the right staffing decisions. Thank you for taking the time for this closer look at Monet’s Forecasting solution.

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