Tip 4: Appropriate Forecasting to Designing a Winning Chat Program

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.

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