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ICMI Multichannel Forecasting & Scheduling Tool Kit

LiveOps Cloud


Abstract:

Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know the root cause and the steps needed to prevent it in the future.

This tool kit provides:

• workforce planning and management frameworks
• how-to guide for calculating staff requirements
• tips for effective scheduling
• best practices for real-time management skills
• and factors to consider when choosing your next WFM system


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