Category Archives: Workforce Management

Important Forecasting Considerations for Inbound Contact Solutions

By Rich Hamilton, Director of Marketing & Product Development

Contact SolutionsIt’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Author note: When I refer to inbound contacts, I’m talking about inbound voice contacts plus the other non-voice contacts that contact centers are responsible for handling, including email, text and chat.

Have you ever sat on hold, trying to call a company and finally gave up, never to interact with that company again? Making sure that your Inbound Contact Solutions operation is properly staffed is super important. Whether this is a first impression or an angry customer that is giving the company one last chance, each inbound contact can be vital. Continue reading

Staff Planning for Contact Management Services

By Marcia Jenkins, Senior Operations Manager 

Contact management services planning tipsContact center management is equal parts art and science. The art is knowing how to relate to people and motivate them. The science is knowing how to accurately forecast, how to read the metrics and how to use the systems deployed in your contact center.

Today I’ll focus on the science side of the equation.

Forecasting for Contact Management Services

It is important to look to the past to plan for the future. To maximize efficiencies and to provide good customer service look to your historical call volume, chat volume and email volume during similar time periods to determine the probable amount of contacts you will receive not only on a given day, but most importantly during the peak time of each day. QCS drills down with “Deep Dives” into the data. With a great data team, you can get great forecasting! Continue reading