Even in the best of times, determining the right staffing levels needed to keep a contact center operating efficiently while adequately meeting customer demand is a delicate balancing act. Staffing too many agents needlessly drives up costs: staffing too few at peak times causes service levels to suffer. The first step in making informed forecasting calculations is to accurately estimate the volume of calls coming into a business’s contact center. Of course, this is easier said than done, particularly in an environment where many organizations are experiencing dramatic call spikes driven by concerned and often panicked customers.
While there are many ways a company can try to figure out the number of calls coming into the contact center, the method will ultimately depend on which sources of information to which it has access. Obviously, the most effective way would be to obtain an accurate calls-per-day figure from an Automated Call Distribution (ACD) system. But even though these systems have proliferated over the years, far from every company that could benefit from such a solution has one in place. For many businesses that do not have an ACD or effective call logging solution, the option becomes simply asking staff to manually log the number of calls coming in.
Trying to match agent availability and skills with staffing needs while keeping track of work hour limits and labor costs is a daunting task, especially when done manually or with Excel spreadsheets. Some companies still employ downloadable templates to do their scheduling in Excel, often employing Erlang C formulas.
While using Excel can be a viable option for some smaller companies, it can turn into a tedious, time-consuming and inefficient process, particularly when there is a need to scale up rapidly. Making it all work is dependent on the contributions of a few lead users who have the requisite knowledge and system access. These lead users must frequently create new tables or worksheets …sometimes entire new files…to set up new staff groups, forecast time periods, call types, forecast variables, or forecast methodologies, These files then must be stored and linked together. If they include elements an entire team to needs to access, the files must be stored on network shared drives. In addition, spreadsheets tend to get progressively more complex, hard to maintain and error-prone
In an evolving period that calls for rapid response and flexibility, businesses are becoming increasingly frustrated with the limitations of Excel and are now seeking a simplified and more accurate planning process. Contact center managers and executives are seeking to find ways to connecting themselves with the tools that can take their WFM practice to the next level. Now they can take advantage of a focused educational presentation to help them expedite the timetable to understanding and implementing a more time-effective solution.
Genesys will present a complimentary tutorial “Best Forecasting Methods In the 21st Century.” on CrmXchange. The webcast, scheduled for Thursday, May 28th at 1:00pm ET. will be led by Shawn McCormick, Senior Solution Architect, Genesys. Shawn brings to the table more than two decades of experience supporting the Workforce Management/Workforce Engagement needs of companies of all sizes from just about every industry sector. He started his career as a manager doing scheduling on paper from a forecast sent down from corporate and thus respects the tradition while embracing the enhanced possibilities offered by WFM technology.
Among the topics he will delve into are a review of what is actually possible and how automated forecasting plays a role in preserving business continuity. This includes:
- Considerations for the manual planning processes and the perspective of faithful Excel users
- If automation is right for a specific company – what needs to be looked at to make the correct assessment
- How the use of AI enables businesses to perform the planning process more accurately and rapidly than ever.
Register now for this topical webcast: if you are unable to attend the live presentation, a link will be posted 24 hours later to allow you to access it.