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How to avoid the 5 most common mistakes in forecasting - Calabrio - ContactCenterWorld.com Blog

How to avoid the 5 most common mistakes in forecasting

According to Nick Brook at Teleopti, resource forecasting in contact centers needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics.

Today’s contact centers are complicated beasts.  The people working in them are expected to be super-agents with multiple skills and knowledge.  While customers expect to receive consistent service in the channel of their choice ie by phone, email, Chat, SMS and social media.  At first glance, managing this complex environment might seem like an impossible task but it doesn’t have to be that way.  If you avoid some basic mistakes and combine a robust forecasting process with the latest Workforce Management (WFM) technology even the most magnificent beasts can be tamed.

Five common forecasting pitfalls and how to avoid them

Even with the perfect forecast and best intentions, things don’t always go to plan and mistakes can happen.  Here are the most common reasons for incorrect forecasts:

1. Lack of historical data

– and/or failing to archive previous forecasts. Access to accurate data along with a recorded audit trail of previous forecasting activities provides a solid foundation for future forecasts. Remember to archive all forecasts.

2. The validation process

fail to plan, plan to fail applies to forecasting. Everything changes over time including channels, agent preferences, and unplanned absences. Therefore it pays to keep on top of change and factor it into the forecast. That way, the contact center is always ready to react swiftly and effectively to the unexpected. Generate new forecasts by month, week or by day based on known forthcoming events.

3. Working in isolation

make sure planning teams communicate and work with other parts of the business to improve forecasting. Make it easy to work with sales and marketing to know about planned promotions and advertising campaigns so when they generate enquiries agents available are ready for action.

4. What about ‘what ifs

why waste time and money on forecasts that don’t work when a ‘what if’ exercise can help with forecasting and reliably model for future requirements? Choose a WFM solution that includes “what if” modeling and know how to use it. Remember to incorporate buffers to allow for unexpected spikes in activity and unplanned absences.

5. Once is not enough

processes like businesses are not static. They are constantly moving and require frequent re-evaluation to increase efficiencies and gain a competitive edge.  Reviewing processes and historical data should be a regular diary date, at a set time of the week and at least once a month.

Now you are aware of the pitfalls, adopt a process-driven approach to forecasting supported by the latest cloud-based Workforce Management (WFM) technology.  Download Teleopti’s “how-to” guide Tips and techniques for accurate, effective forecasting to fine tune your forecasting and get that margin of error as low as possible. Finally, whatever you do, don’t cut corners.  Successful forecasting is easier than it at first appears - just take a measured approach and avoid those five common pitfalls.

Nick Brook is a Project Manager and Consultant at Teleopti

Source: https://blog.teleopti.com/2018/10/29/how-to-avoid-the-5-most-common-mistakes-in-forecasting/

Publish Date: October 29, 2018 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from Calabrio

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Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
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