Forecasting and scheduling are vital components in the success of every contact center. Each plays significant roles in budgeting, customer service and agent satisfaction, so there is no room for miscalculation. Correct forecasting and (to a lesser extent) scheduling is both an art and a science. The scientific component utilizes specific calculations of specific numbers, to create agent rosters for a shift or time period. But numbers alone cannot quantify the skills of individual agents, varying start times, end times and break times, or the ever present need to change personnel based on unique circumstances.

 

This whitepaper will show Learn how Workforce Management (WFM) software is preferable to spreadsheets for creating more accurate forecasts and optimized schedules.

 

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