Half of Contact Centres Manually Forecast Digital Channels Related Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Contact Centres Struggle With Planning Digital Channels Half of Call Centres Have a System of Continuous Improvement in Place 168 Filed under - Contact Centre Research, benchmarking, NICE, Polls, survey, Workforce Management (WFM) We asked our readers ‘How Are Digital Channels Managed With Your WFM Solution?’ This article looks at the responses of 224 contact centre professionals. The results have been taken from the Workforce Management Chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by NICE. How Are Digital Channels Managed With Your WFM Solution? How digital channels are managed with WFM solutions – results: Channel Management Percentage Manually Forecast for Digital Channels 50.0% Set Channels as a Skill for Forecast and Schedule Activities 30.0% Use the Same Average Handle Time (AHT) Across Different Types of Chat or Social Media 21.4% Block Schedule for Specific Digital Channels 15.7% Set Concurrency Limits By Channel and by Agent 10.7% Half of Contact Centres Manually Forecast Digital Channels 50.0% of contact centres manually create forecasts for digital channels. This is despite channels such as live chat and messaging being notoriously difficult to plan for. Why? Well, having advisors manage multiple conversations at once adds another layer of complexity to the planner’s job. To overcome this challenge, 10.7% of operations set concurrency limits by channel and advisor. Other shortcuts that planners use to plan for digital channels include using the same AHT across different types of chat or social media (21.4%) and block scheduling for specific channels (15.7%). While these tricks can simplify the planner’s job, each can also lower planning efficiency. This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow. 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) What Contact Centres Are Doing Right Now (2019 Edition) What Contact Centres Are Doing Right Now (2018 Edition) What Contact Centres Are Doing Right Now (2017 Edition) What Contact Centres Are Doing Right Now (2016 Edition) What Contact Centres Are Doing Right Now (2015 Edition) You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below: Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition) Is Your Contact Centre Delivering Exceptional Customer Service? (2019 Edition) How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) For more great information check out our other Contact Centre Research Author: Robyn Coppell Published On: 11th Aug 2022 - Last modified: 10th Oct 2023 Read more about - Contact Centre Research, benchmarking, NICE, Polls, survey, Workforce Management (WFM) Recommended Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Contact Centres Struggle With Planning Digital Channels Half of Call Centres Have a System of Continuous Improvement in Place Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms 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