Contact Centres Struggle With Planning Digital Channels Related Articles Half of Contact Centres Manually Forecast Digital Channels 2020 Survey Report: What Contact Centres Are Doing Right Now 12 Ways to Increase the Take-Up of Digital Channels Recorded Webinar: Forecasting and Scheduling on Digital Channels © Tero Vesalainen-Shutterstock-1555297907 128 Filed under - Contact Centre Research, benchmarking, Centrical, NICE, Odigo, Sabio, Scorebuddy, survey, Workforce Management (WFM) In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘How are you managing digital channels within your WFM solution?’ A staggering 42.6% of survey respondents said they do not plan for digital channels currently in their WFM system. This suggests that the learning journey for effectively managing these channels is very much in its infancy, and that many organizations struggle with this. This is quite concerning, particularly as 20.5% said they manually forecast for digital channels, because traditional call-handling calculations aren’t fit for purpose for many digital interactions (such as live chat and email), as these are asynchronous conversations and harder to resource for. Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more! Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights Related Research To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below: What Contact Centres Are Doing Right Now (2023 Edition) What Contact Centres Are Doing Right Now (2022 Edition) What Contact Centres Are Doing Right Now (2021 Edition) What Contact Centres Are Doing Right Now (2020 Edition) For more great information check out our other Contact Centre Research Author: Megan Jones Reviewed by: Xander Freeman Published On: 12th Oct 2023 - Last modified: 6th Nov 2023 Read more about - Contact Centre Research, benchmarking, Centrical, NICE, Odigo, Sabio, Scorebuddy, survey, Workforce Management (WFM) Recommended Articles Half of Contact Centres Manually Forecast Digital Channels 2020 Survey Report: What Contact Centres Are Doing Right Now 12 Ways to Increase the Take-Up of Digital Channels Recorded Webinar: Forecasting and Scheduling on Digital Channels Related Reports eBook: 9 Practical Ways to Use Generative AI for Contact Centers Report: The Top 5 Metrics Shaping Bank and Credit Union Performance Report: Best Practices for Global Product Leadership in WFM and Intraday Automation Report: The Evolving Contact Centre Landscape Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter