5 Tips for Designing a Winning Chats Program. Tip 4: Design Appropriate Forecasting

5 Tips for Designing a Winning Chat Program. Tip 4: Appropriate Forecasting

Forecasting is just as critical to your contact center chats program as to any other channel. Today’s Tip 4  of our Best Practices blog on Designing a Winning Chat Program, touches on considerations for appropriate forecasting, while yesterday’s Tip 3 looked at determining the number of chats a Brand Specialist will handle.

Tip 4. Design appropriate forecasting.

  • The workforce management team should consider elements including arrival patterns, concurrency, handle time and service level as they design staffing forecasts.
  • Know your business and the volume and frequency of chats during work hours and local times.


See Friday’s blog for Tip 5.