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Contact Center Planning and Management
Effective contact center management involves having the right resources in place at the right times to handle
an accurately forecasted workload at the desired level of service. Commitment to a systematic planning and
management strategy is essential. The strategy is based on corporate objectives that you continually assess
and refine.
Whether you are managing a start-up contact center or refining the performance of an existing operation, the
process illustrated in Figure 3-1 applies. It is the basic framework for achieving and maintaining your service
objectives.
Figure 3-1 Planning cycle
The objective of contact center management is to find the right balance between the agents scheduled and
the service provided to customers. This involves assessing and re-assessing trade-offs between the Service
Level, agents scheduled, and average call duration for a known Call Load for each 15-minute or half-hour
interval of the day. Collecting, properly interpreting, and applying ACD and other information allows you to
accurately forecast the workload and schedule sufficient agents to meet your service objectives.