Experts across industries agree that the strategic planning process needs to change. There is also a fair amount of agreement on what the end product of that change should resemble. An organization’s strategic plan must be flexible, automated, accurate, and optimized.
No process is more core to the proper function of a contact center operation than determining the number of agents required to handle the volume of contacts, and, developing a practical operational plan to deliver, as close as possible, the required number of agents each and every week. If done well, the operation runs smoothly, with the exact number of people available to respond to the expected workload. If done poorly, the organization is saddled with significant costs, both in customer dissatisfaction and in payroll dollars wasted.
Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies
The contact center industry has a long history of successfully quantifying and predicting change. In past years, while specific industries might have suddenly found themselves undergoing a sudden and unexpected transformation, the contact center has, as a rule, always been able to monitor, measure, and react to business change in a very analytically sound manner, through the contact volume forecasting and capacity planning exercise. Until this year.
Preparing for Uncertainty: The Critical Need for Contact Center Strategic Planning
By Keith Dawson, Principal Analyst, Frost & Sullivan
A faster, more accurate generation of planning tools has emerged that provides strategic information about resource options. These tools enable more accurate staffing strategies, capital expense allocation, performance planning, risk management and budget projections.
Contact Center “Analytics” traditionally focus on tactical problem-solving but recent developments in modeling technologies have enabled a whole new class of enterprise-wide decision analytics. Enter Enterprise Analytics.
Welcome to the Decision Decade discusses the new technologies that will improve decision support and planning at your contact center network.