Forecast, Schedule, and Manage in a Highly Variable Environment
Whether it’s a global pandemic, an unexpected surge in business, or disruptions to service, we, as support leaders, frequently face uncertain environments. In such cases, we are challenged to schedule and manage with a plan.
In this conversation, Nick Lane, a workforce manager with 11 years of experience, and Ryan Wang, co-founder of Assembled and forecasting expert, discuss the intricacies of forecasting and planning during times of uncertainty.
This discussion covers topics directly related to the support challenges we face today:
● Anticipating headcount needs or adjustments when contact volumes are extremely variable
● Improving response times and answer rates when there are staffing limitations
● Proving the value of customer support when it’s most critical