Tag: multi-skilled forecasting

21 September 2018

7 Steps to Smarter Scheduling in Contact Centers

Written by Nicholas Brook

smarter scheduling

From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling....

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Engage Customer Service Staff, Intraday Management, Scheduling agent scheduling, agent self-service, attrition rates, Bring Your Own Device, BYOD, car pooling, contact center scheduling, flexible scheduling, flexible workforce management, forecasting software, intraday management, multi-skilled forecasting, reserve shifts, self-service, time-off-without-pay, what-if scenarios, workforce optimization Leave a Comment

12 May 2017

The latest & greatest in workload forecasting

Written by Dennis Müllert

forecasting

While automated forecasting is hardly in its infancy – its existence was celebrated well over two decades ago – impressive leaps and bounds have been made, even in just the last couple of years. Linked to how customer service...

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Forecasting, Understanding Workforce Planning automated forecasting, automated WFM, intraday forecasting, long term forecasting, multi-skilled forecasting, multi-skilled overflow, time-series model, workforce management, workload fluctuations 1 Comment

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