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Call Center Workforce Management Solutions: Forecasting Separates ‘Good’ from ‘Great’

Posted: by: Chuck Ciarlo

The selection of a call center workforce management solution should not be entered into lightly. 

It’s a decision with the potential to revolutionize how your business handles forecasting, scheduling, staffing and many other tasks that can boost KPI results and customer service. Do your homework, ask questions, and make sure you get it right the first time. 

There are good qualities in almost every WFM solution available. But good is not good enough for your call center. 

What you want is “great.” And great starts with the forecasting tool. If the forecasts generated by WFM are not accurate, it creates a domino effect that will throw the rest of your numbers off as well. Result? Overstaffing, understaffing, missed sales and angry customers. 

What To Demand in a Forecasting Tool?

A WFM review of forecasting capabilities begins with the compilation and analysis of historical data. This is not just what happened at the call center on this day last year or five years ago, but also takes into account other variables that impact call volume – holidays, special promotions, annual events, weather conditions. Anything that can cause a fluctuation in workload should be considered. 

Now that call centers are now contact centers encompassing multiple communication channels, forecasting must provide an integrated view of all channels and the capabilities of the multi-skilled workforce, as this will be essential for proper scheduling

Most WFM solutions rely in part on forecasting based on averages. It’s effective, but not sufficient by itself. Find a forecasting tool that goes beyond that, one that can process every piece of data you provide and use it to deliver more accurate forecasts. 

The more you put into forecasting, the more you’ll get out of it. When WFM does most of the work, the result is more accurate forecasts, generated faster than spreadsheets. With the right system performing these critical functions that can grow with your call center’s needs, you can invest with confidence and achieve ROI faster. 


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