Headcount requirement vs SLA, AHT and volume
In order to meet the service level objectives, the contact center needs to have an appropriate number of agents, and this number is...
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.
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