May 18, 2021 by Azure Beatrice

How to Predict Your Call Center Needs with Staff Forecasting

There is no doubt that call centers continue to be the frontline teams directly interacting with your customers. Even with the rise in popularity of other digital customer service channels, like email and chat, voice calling remains one of the most popular channels in addressing customer [...]
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IN Analytics / Brightmetrics / Contact Center Insights / Contact Center Analytics / Staffing Levels / Call Center Agent Performance / Customer Experience / Contact Center Manager / Agent Productivity / Call Center / Call Center Data / Mitel / Call Center Management / SLA / Call Center Staffing / Contact Center Management / Contact Center / Call Center Optimization / Call Center Agent / Call Center Manager / Contact Center Team / Customer Journey / Employee Experience / Customer Service Representative

March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Contact Center Analytics / Call Center Agent Performance / Contact Center Manager / Employee Productivity / Data / ShoreTel Phone Data / Business Intelligence / Call Center Data / Call Center Management / Call Center Staffing / Contact Center Management / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Employee Engagement


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