Why forecasting software is essential for your contact centre
With labour the most expensive component of running any contact centre it makes sense to use those resources in the most effective and efficient manner. Forecasting software enables you to 'predict' future demand for your contact centre and then align your rosters to best suit that demand.
Most forecasting software designed for call centres takes historical data and a range of other factors like seasonal demands, holidays etc and combined with your local HR policies (e.g. maximum shift times, overtime rates etc) can produce rosters that will enable you to maximise efficiency with your available resources to get the best outcome for your business.
Of course, we've overly simplified it and there is a lot more free information available on the CX Central website including a free Erlang C Calculator which is the formula that forms the backbone of all call centre forecasting.
If you need help developing or optimising your Workforce Optimisation strategy search specialist WFM Consultants >
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