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Support Agents Forecasting with Assembled

Forecasting, scheduling and realtime analytics all in one place.
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

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View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Support Agents Forecasting

In today's era, customers are smarter than ever. And as a direct result, their expectations are also now higher than they have ever been. Therefore, it is important for companies to rise to meet these expectations, or else run the risk of losing these customers to their competitors. This is where it becomes so critical to think about customer service. Support agents play a vital role in just about every company, as they are the ones responsible for helping customers whenever they have questions or concerns about a product or service. Therefore, it is extremely important for all companies to make sure that they have enough support agents on staff to meet their needs. This is where support agents forecasting becomes absolutely essential.

When it comes to figuring out how many agents a company is going to need, it is critical to think about how they can forecast this number. There are many companies out there that are wondering, “how many chats can an agent handle?” The commonly-implemented option, online chat, is just one of the many ways in which a company might communicate with its customers or clients. Some of the other ways that companies might address concerns are via telephone, email questions, and even issues that come up in person. This is why it is so incredibly important to make sure you’re forecasting appropriately.

At the same time, support forecasting is going to vary, from industry to industry. For instance: retail industries are going to see a giant increase in the demand for their services during the holidays when people are shopping for their friends and loved ones, whereas in other industries, they might see an increase during the summer as the temperature warms up. Therefore, it is important for every company to think about how they're going to forecast the number of support agents they are going to need in order to ensure that they have enough agents available to handle the concerns of their customers, without paying people to cover unnecessary shifts.

Call Center Forecasting

One of the most common situations in which companies address the concerns of their customers is in a call center. Naturally, there are multiple types of call centers. Some companies use outbound call centers to handle sales. On the other hand, many companies also use inbound call centers to address the concerns of customers. Call center forecasting is one of the most important issues that companies need to address. When it comes to call center forecasting and scheduling, there are a number of key points that everyone should keep in mind.

There are many ways in which companies can leverage the power of a call center forecasting calculator, including call center forecasting Excel. At the same time, though, in order to forecast appropriately, companies also need to understand the most important metrics that go into this calculation. For example: looking at past performance and data to understand peak call volumes, average call times, and how often calls are being escalated to a manager are all going to be important factors to consider, in figuring out how many agents they need to have per shift. By taking a look at all of the data, companies will then be able to feed this information into a program and determine how many agents they need to have on-hand for every shift. This will help companies to optimize the number of people they have working, without ending up having to pay people for shifts that are unnecessary.

Call Center Forecasting Software

Speaking of advanced programs, this is where call center forecasting software can also be tremendously helpful: using the right call center forecasting software in finding the right call center forecasting formula for the industry. Leveraging these call center forecasting tools can go a long way in helping managers save a significant amount of time and money.

In order to use these tools appropriately, it is important to understand how these programs work. First, managers are going to take old data and feed it into an advanced program. Next, this program is going to take a look at the old data and then extrapolate the number of agents that are going to be required in the future. And finally, managers will be able to take a look at the recommended number of agents, compare it to their schedule, and proceed to accurately cover any gaps which might be present. Conversely, however, managers might also be able to reduce the number of people required for each shift, depending on what the program indicates.

During times of peak call volume, these programs will be able to identify areas in which more agents might be needed. This will allow companies to optimize the number of people they have working. With these reasons in mind, it’s no wonder why call center forecasting is such an incredibly powerful tool.

Call Center Staffing Model

There are numerous call center scheduling methods available. So, it is definitely a good idea for companies to use the right call center staffing model to meet their needs. There are simple types of roster and staffing programs available that can make it easier for companies to automate their scheduling systems. At the same time, of course, it is also important for companies to find the right program that will meet their needs.

One of the biggest drains on their time that managers face is that of handling scheduling issues. There could be times in which employees go on vacation and someone has to step in to cover their shifts; and there could be other times in which people get sick, and managers have to then work to find a last-minute replacement. These programs will make it much easier for managers to handle these issues, because these programs can tackle these scheduling adjustments on their own. They can even plan for these issues in advance, thus allowing the manager to anticipate and address them before they lead to serious issues. Furthermore, these programs can even allow employees to swap shifts amongst themselves. This can serve to remove the manager from the equation, allowing him or her to then focus on more important issues related to the function of the company.

Call Center Workforce Management

In the end, call center scheduling is just one important part of what goes into call center workforce management as a whole. When looking at the best WFM software for call centers, it is important to note that there is no one, singular solution that solves everything. The needs of every company are going to be different from one another. Moreover, workforce management also takes different forms in different industries. As a result, then, it is critical for all businesses to take the time to find the right workforce software management to meet their needs.

Oftentimes, companies like to start with free call center workforce management software. Of course, there is nothing wrong with giving a free trial a try, before deciding to purchase the full thing. At the same time, though, in order for companies to get the most out of their workforce management software, they are eventually going to need to make an investment. By investing in the appropriate workforce management software program, companies will be able to reduce the amount of time they spend on clerical work. They will also be able to increase the quality of talent that they recruit to the company. In this manner, businesses will be able to maintain an edge on their competition, allowing them to always remain one step ahead in the race.

Workforce Forecasting

One of the most important elements of running a workforce is called workforce forecasting. Workforce forecasting and scheduling are slightly different than call center scheduling, in the sense that workforce forecasting models are designed to anticipate the strengths and weaknesses that a company will have in the future. They are not necessarily designed to anticipate gaps in the next day’s schedule.

For instance: workforce forecasting can be used to anticipate issues when it comes to the utilization of manpower as a resource. Workforce forecasting might suggest, for example, that the company trains employees to do different tasks, thus making them more versatile to be able to cover gaps when people go on vacation. Additionally, this type of modeling can be used to anticipate staffing issues as the company continues to grow. In this manner, companies will be able to act much more quickly to recruit top talent.

At the same time, though, workforce management is naturally going to look different in every industry. It is critical for all managers to think about which software program is going to be able to best meet their needs. By doing so, companies will be prepared for the future, and able to respond quickly when they need to hire more people.

Workforce Planning Model

Finally, it is also very important to talk about the role of a workforce planning model. For those who may be looking to put together a workforce planning model, there are a few key steps that need to be addressed. First, it is important to look at workforce planning and forecasting. Take a look at how many people are present now, where the gaps might potentially be located, and how the company might be able to fill these gaps. Afterward, it is important to think about workforce planning and recruitment. Take a good look at the success rate of the company when it comes to recruiting the top talent in the field. What are some of the things that the company could do better? And lastly, take a look at the workforce planning process and determine how to implement these changes.

These are just a few of the most important steps companies have to take, if they want to ensure that they are managing their workforce appropriately. It is critical for all managers to leverage the latest software tools and programs to improve their ability to manage their workforce. At the end of the day, manpower is the most important resource that a company has  and these programs can help managers make sure they are using this resource in the best way possible.


Get staffing right.

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