Forecasting trends in the Call Center in 2016 - Infographic

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Forecasting determines many of the daily decisions made by contact center management, and plays a key role in a center’s ability to operate efficiently and deliver quality customer service.

Discover what the trends in forecasting are thanks to our infographics, see how you compare to that, and how to bring improvement to your contact center.

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Forecasting trends in the Call Center in 2016 - Infographic

  1. 1. What is forecasting in the contact center? A planning tool that helps management in its attempts to cope with the uncertainty of the future, relying mainly on data from the past and present and analysis of trends. Forecasting determines many of the daily decisions made by contact center management, and plays a key role in a center’s ability to operate efficiently and deliver quality customer service. A few figures for Forecasting in 2015 Forecasting relies on historical data to anticipate call volume and other key factors in planning a schedule. 80% 5% 20% 2years this is the data quantity most forecast planners go for. Though some go for 5 At contact centers where products and promotions are constantly changing, managers rely on just 12-18 monthsfor forecast creation. The average accuracy of forecast variance to actual calls Some are struggling with numbers as high as 75% of contact centers forecast on 15-minute intervals others go for 30-minute intervals All forecasts also rely on agents being in the right place at the right time Ȯ As this doesn’t always happen, contact centers have learned to build more flexibility into their forecasts. This is much easier to do with an automated workforce management solution. * Survey responses were roughly split between those that use a WFM tool and those that still rely on spreadsheets. Monet Software is a global provider of cloud-based workforce optimization software solutions for contact centers. Monet’s cloud-based solution, Monet WFO Live, is an affordable and easy to use contact center optimization software solution, which includes workforce management, call recording, quality assurance and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet’s WFO platform: Visit us on: www.monetsoftware.com Monet Software, Inc. 11777 San Vicente Blvd. Los Angeles, CA 90049 USA Tel.: +1 310-207-6800 www.monetsoftware.com © 2001-2016 Monet Software, Inc. All rights reserved.

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