Tag: forecasting
The Forecast is Always Wrong
“If your forecasters were the sort of people who could precisely nail the outcomeof a random, chaotic, complex system, day in and day out, then they wouldn’t be forecasting your call centre. They would be playing the euro-millions lottery for 5 minutes every Friday and spending the rest of the time cruising the shores of [...]
Art and Science of Workforce Management Explained
If you’ve been around this industry any length of time, you’ve likely heard someone define Workforce Management as “the art and science of making sure the right people are in the right place at the right time.” I wouldn’t exactly call this a definition, but it is something relatively easy for sales people to remember. Definition [...]
Want to Reduce AHT? Focus on the Metrics Inside
Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing [...]
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