ICMI Multichannel Forecasting & Scheduling Tool Kit

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Accurate forecasting and staffing are a foundation of great customer service. Having the right people, in the right place, at the right time is critical. When under and overstaffing occurs, it can be difficult to know the actual root cause, and the steps that can be taken to prevent it in the future.

Key Takeaways:  

  • Workforce planning and management framework
  • How-to guide for calculating staff requirements
  • Tips to create a more effective schedule
  • Ways to improve real-time management skills
  • Factors to consider when choosing your next WFM system


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