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
The Transformational Power of Quality Monitoring
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Automation and AI in Telecom Contact Centers
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
Additional Contact Center Management Services
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