The difference between profit and loss can be a delicate balancing act. One area that can have a significant impact on a company’s bottom line is the contact center, often the first point of contact for customers. When the contact center runs smoothly, there is less chance for wasted expense and more chance for increased […]

Call Arrival Distribution – An Analysis This document considers the nature of call arrival distribution and how this might affect a workload forecast and, consequently, staffing requirements for a contact center. Normal  Call Arrival Distribution Most call centers will exhibit their own ‘normal’ distribution curve over a 24-hour period. There will be quiet and busy […]

Have you been put in the position of having to undergo an expensive forklift upgrade because your workforce management vendor has end-of-lifed your solution? When this happens, you are left with two decisions; you either pay the price for a substantial upgrade or look for an alternate workforce management vendor. If you choose the upgrade […]

Just as the Trojans were taken by surprise by the Greeks hiding inside the wooden horse, many companies have accepted free gifts from vendors, only to later find that the gift was more of an albatross. It is imperative for buyers to do their due diligence in order to avoid finding themselves locked into a […]

If you are considering the purchase of a workforce management (WFM) system, you have already heard the benefits of end-to-end workforce solutions. Many end-to-end vendors promise a tightly integrated and seamless solution for all of your software needs. The packaging is attractive and the promises are compelling; however, the drawbacks may be invisible until after the installation is complete. […]

According to the PELORUS 2011 Workforce Management Report, the solid business case for workforce management technology remains the most important market driver. PELORUS further suggests there are several non-economic benefits that drive contact center management to invest in workforce management (WFM) tech, including: improved customer care; greater agent satisfaction; compliance with labor laws and business rules; and, the ability […]

Forecasting for low volume queues 1. Introduction Queues which record a low volume of calls per day have certain characteristics which may require them to be treated differently for forecasting purposes. Any queues which demonstrate one or more of the following properties could be considered to be low volume queues (LVQs): Intermittent historical interval data […]

Forecasting Analysis 1. Introduction In order to determine whether forecasting directives are required and if so, which ones, it is necessary to consider the nature of the historical data. This was investigated in “A forecasting case study – part 1”. The default method for forecasting is to look for patterns in the historical data. If the forecaster identifies […]

A Forecasting Case Study 1. Introduction All call centers are unique. This is certainly true when considering historical data. When it comes to using this data to produce forecasts, the ‘one size fits all’ approach is unlikely to work in all circumstances. The Vantage Point forecaster is a versatile tool which can be tailored, using the appropriate directives, […]

In times of economic crisis and dwindling profits, it is more important than ever to ensure you are getting maximum benefit from your software investment, including your workforce management (WFM) solution. One of the biggest threats to a call center’s profit margin is wasted labor expense due to the lack of accurate WFM forecasting. Staffing operational costs […]