9 Tips for Implementing Workforce Management in the Contact Center

Nov 12, 2013 3:23 PM  By

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.