Planners are often conflicted about the extent that wait times matter. On the surface, it is obvious that having to wait too long does matter to customers and will have a detrimental impact on business and growth. However, for decades, WFM vendors and call center planning schools have steadfastly insisted wait times should not matter to planners when formulating a forecast. If you want to understand the benefits of how Wisdom WFO forecasts and schedules, you need to un-learn some of the wrongs that the industry has imposed on the planning profession.
Wisdom WFO reduces you wait times first, and usually by 60% – 75%. Agent productivity typically responds with a 20% increase in call handeling capacity. Use that to grow and become more profitable. How much does a 70% drop in wait times save you? Here’s the exact answer to that question…
So your WFM software uses an ancient forecast method that ignores critical information like wait times. In fact, it only considers total calls and average call length. That’s not much to go on so you get vague forecasts and big problems. What confuses many people is that these crude forecasts appear 98% accurate. In reality, WFM software just shuffles the cards to create the illusion of forecast accuracy. The misdirection is risky and harmful to productivity, revenue and profitability.