10 Contact Center Tech Tools: #3 Agent Forecasting

    You may think you are running an efficient and cost effective contact center, but there is always room for improvement when it comes to the customer experience. If you don’t have these 10 features in your contact center software, look for a solution that does.

    #3 Agent Forecasting

    With a workforce scheduling solution, you can free your supervisors from the time-consuming task of manually configuring employee schedules and retrieving historical data for forecasting future call and contact volumes.

    This enables supervisors to more efficiently create schedules, communicate staffing and resourcing challenges and spend more time performing mission-critical functions such as coaching and mentoring agents.

    Staffing represents the largest single expense for a business, so optimizing your employee-to-call ratio is fundamental to efficient operations.