Accurate forecasting and staffing are a foundation of great customer service. Having the right people, in the right place, at the right time is critical. When under and overstaffing occurs, it can be difficult to know the actual root cause, and the steps that can be taken to prevent it in the future.

Align Your Staffing Capacity Requirements

Key Takeaways

ICMI Multichannel Forecasting & Scheduling Tool Kit

ICMI Tool Kit

  • Workforce planning and management framework
  • How-to guide for calculating staff requirements
  • Tips to create a more effective schedule
  • Ways to improve real-time management skills
  • Factors to consider when choosing your next WFM system

Sneak Peek

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Insider Tip

When response time objectives are less than 1 hour, we recommend using Erlang C or computer simulation to calculate base staff. This would be a queuing and service level scenario, like inbound phone calls. With 24-hour response time objectives, projected workload can be built into the following day’s staffing requirements.

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