Forecasting and scheduling accurately within a contact centre is key to a successful operation.
However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy.
These challenges range from:
How can contact centres who have no control over their demand manage flexible working? Also, how can schedule adherence when remote working help contact centre leaders identify agent training or support needs?
How can contact centre leaders forecast and schedule with historical data that may have been skewed from past one-off events? How can they create new forecasting bands and utilise the capability of using ‘what-if’ scenario planning?
How can contact centres ensure agent engagement is still high even when remote working? How can preference based shift scheduling as an example, contribute towards employee wellbeing and agent empowerment?
The rise of digital channels
How and when should contact centres review their operating models and customer journey when it comes to addressing the needs of digital channels? When will contact centres need to decide which channels, they would like their customers to be using and how will this affect forecasting and scheduling?
So join Phil Anderson, Director at The Forum and WFO Experts, Business Systems, where we will be discussing how contact centres can address their top scheduling and forecasting challenges.
Click here to Register for the Webinar: Top Challenges Contact Centres Face Around Scheduling & Forecasting And How To Overcome Them
Date: Tuesday 22nd June 2021
Time: 12:00pm – 1:00pm
Hosts: The Forum & Business Systems
- How to forecast with historical data which may be skewed
- Top tips on addressing a hybrid workforce in 2021 and beyond
- Top tips on how to address employee wellbeing and agent engagement
- How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service
To find out more about Business Systems, visit: bslgroup.com