call center workforce management excel template

It’s not just a simple time series analysis where you’re looking for missing data and filling in some gaps. Robert: Forecasting isn’t a simple task - for many people it’s actually quite difficult.

Why should companies look to leverage technology to create forecasts and schedules?

I’m also a big fan of Excel, so I’m not meaning to say, “Hey, don’t use Excel.” Maybe, it’s better to say, “Let’s try to open our minds and take advantage of some of the automated capabilities that are out there.” So, I understand the complexities that go into it. I get it I was a forecaster I was a scheduler I’ve been in these shoes. These forecasters have built over time their own approach and processes to arrive at forecasts that serve them well - and that can be on an Excel spreadsheet or even a combination of spreadsheets and WFM tools.īut, because these processes have worked for them, and because they know their contact center so well, the idea of switching over to a different approach can be intimidating. Robert Beasley: Forecasting and scheduling are such complex tasks it’s not uncommon for contact centers to have very specialized, highly skilled forecasters with a wealth of experience under their belts. Why is manual forecasting still prevalent in contact centers today?

I recently spoke with Robert Beasley, Global Director of Strategic Solutions for Workforce Engagement Management (WEM) at Genesys, to gain deeper insights into the challenges that modern forecasters face - and why artificial intelligence (AI) is their best bet when it comes to attaining better accuracy and crafting highly effective schedules. But accuracy isn’t necessarily guaranteed for any of these methods - managers now need to look to newer, more innovative technologies to better meet service levels and deliver high-quality service at a reasonable cost. However, as an industry that faces constant change and ever-increasing customer demands, landing on the perfect method is a little less like finding the Holy Grail and a little more like carving a melting ice sculpture.Ĭontact center managers have relied on tools like f orecasting and scheduling spreadsheets, Erlang-C and workforce management (WFM) tools to prepare and respond to demand. For as long as customer service has existed, people have been invested in cracking its code.

Call center workforce management excel template