9 Tips for Implementing Workforce Management in the Contact Center

Your system should collect enough data for accurate forecasting


Many workforce scheduling systems can use only 16 weeks of historical inbound call data to generate a forecast, and most fail to gather information on marketing campaigns, billing cycles or other variables that can affect call volume. A WFM package should maintain several years’ worth of very detailed data for maximum forecast accuracy and be able to use any or all stored data for generating forecasts.


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