Workforce Planning & Capacity

Forecast accuracy is at the heart of effective workforce planning. When your forecasts are reliable, staffing levels align more closely with demand, overtime costs are reduced, and service levels stay on track. Here are three proven strategies to improve forecast accuracy in workforce management.

Ever wonder what it’s really like managing contact center operations from home? Here’s a peek into my day as a Workforce Optimization Specialist—lots of dashboards, data, and a whole lot of coffee.