Contact Center Management
Contact Center Capacity Planning
Ensure Scheduling Efficiencies While Meeting Your Associates’ Needs
JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Our Approach
The Northridge Group’s approach utilizes capacity planning models to optimize staffing.
Our capacity planning models can convert forecasts for volume, Average Handle Time (AHT), and shrinkage into the required number of full-time equivalents (FTE’s) needed to handle a Contact Center’s workload, allowing managers to predict staffing excesses and deficits.
Managers can proactively plan to ensure the right number of people are available at all times by using existing Workforce Management functions— such as short-term forecasting, scheduling, and real-time management in conjunction with a well-grounded capacity planning model. The resources and continual cadence that a workforce management department invests in building out this process will pay off in upcoming years.
Our Approach
The Northridge Group helps clients improve their Workforce Management capacity plans with these best practices:
- Assuring collaboration between Workforce Management and Operations teams
- Monthly reforecasting
- Realistic forecasting using trends and not goals
- Accounting for shrinkage and attrition
Our Solutions
Capacity Planning
Although there are many challenges to consider, staffing for success can best be accomplished with a capacity planning model that allows for proactive and accurate forecasting of staffing needs.
We offer Contact Center capacity planning services such as:
Assessment
Design and implementation support for long-term capacity planning
Capacity planning tool audit, development and/or cadence
WFM as a service
Northridge Success
Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise
The client was challenged by highly variable work volumes, complex client-specific service requirements, regulatory pressures, and significant industry transformation. Contact center performance was inconsistent, resulting in inefficiencies and increased costs.
Our Solutions
The Northridge Group helps clients strike a balance in capacity planning.
Contact Center managers continuously face the difficult challenges of balancing too much vs. too little capacity and anticipating the budget implications that will result from their forecasting decisions. While capacity planning is difficult, it is essential for meeting current and future business needs. We can help!
Northridge Perspectives
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Additional Contact Center Management Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
