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.