Forecasting & Planning for asynchronous messaging communication
Asynchronous Messaging; how are customer service areas responding and how do you forecast and plan for this channel type?
Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency.
In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.
Across the contact centre industry this process has a few different titles such as workforce planning (WFP), resource planning (RP), or workforce management (WFM) although this last is usually reserved for the software most frequently used by WFP analysts.
"All opinions expressed in this blog are solely those of the authors and do not represent the views of any entity with which the author has been, is currently, or will be affiliated."