May 17, 2018 by Matt Beatty

New Feature Release: Staff Forecasting

I think it's safe to say that most workspaces that deliver customer service are busy...

Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.


Another interesting point to ponder is that there is a strong correlation between agent satisfaction and customer satisfaction.


Having the right staffing levels is the practical way to influence both. This is crucial when balancing delivery of delightful customer experience to all of your callers.


Watch the video below to find out how Insights: Staff Forecasting can make it simple for your organization!


Why Is Staff Forecasting Important?

For your employees, maintaining a manageable workload for your agents and running efficient operations is just as important is your customer satisfaction levels. Whether you are a manager, an agent, or an executive, you are affected by the number of calls coming in at any given time.


When your team is understaffed, they may experience an influx of calls without the support to do their jobs appropriately. Then, customer experience degrades quickly. This is because your agents are unable to handle each caller with the care and attention they deserve.


But what happens when your team is overstaffed? An excess of spare time plagues your team.


One agent might spend too much time posting an agreeable high school photo for Throwback Thursday. Another agent may constantly check their personal security cameras to make sure their dog isn’t bored at home. The third agent might look like this:






This is not only inefficient for the whole team but costly to their entire organization.


Usually, recognizing the issue is easier said than done. This is especially true when trying to change agent satisfaction and customer satisfaction.


With Brightmetrics™, you now have the ability to optimize your staffing levels with our newest feature- Insights: Staff Forecasting.


The insights aggregated from your daily and weekly call data offers you a better way to staff and keep your team productive.


Curious About How It Works?

If you need the nitty-gritty details:

Here's our Help Center Article on Insights: Staff Forecasting.

 Did you know we released another feature today?

Here's everything you need to know on Team Activity.


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