A place to ask questions, connect with others, and stay in the know
Higher predicted staffing requirement than expected can be due to one or more of many upstream causes. Here are the ones that come to mind:
Basic things to look at:
In a recent case a customer had between 30% and 60% actual abandonment rate. That meant essentially they were telling WFM to staff for a completely unrealistic scenario, 10% abandonment rate in their case, when they actually abandoned 3-6 times that amount historically with all of their staff. I have also seen forecast accuracies sub 80% where they were way over forecasting volume and/or AHT. Many times, simply removing forecast modifications, gives them a 10 point or more boost in accuracy (e.g., just using a stock forecast).
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.