With 15 years' experience in the contact centre domain, we have developed considerable expertise in forecasting in this environment, an expertise which is reflected in a suite of applications to help understand and optimise contact centre performance. We also provide consultancy and training in order to get the most out of your existing systems and data. We can help across a broad spectrum of topics, from improving the quality of your forecasting, enhancing both long term and tactical planning through our own simulation tool, and increasing the accessibility of your performance metrics through our interactive dashboards.
Forecasting
Forecasting in-bound work volumes and then scheduling staff to meet that demand is key to efficient contact centre and back office operations. Planning can be difficult when workloads are affected by varied factors such as out-bound marketing or a changing customer base. CACI's analytical approach to forecasting enables the effects of all these factors to be quickly evaluated and taken into account when producing a forecast. This results not only in more accurate forecasts, but also provides increased understanding of the factors that affect the business.
In addition to our advanced forecasting software (CACI Forecaster) and consultancy, we also offer training courses on forecasting methods and best practice, covering the basic theory behind common analytical models and how to apply these models in practice.
Simulation
CACI have been providing simulation capabilities to organisations throughout the world since the 1960's. During the last 14 years, CACI in the UK have developed a specific contact centre simulation application - CCWorkshop - that enables planning teams to take advantage of this powerful approach to modelling, understanding, and improving business operations. CCWorkshop is designed to work alongside existing workforce management and telephony systems, providing a flexible means of visualising and optimising the operation of the contact centre and back office operations.
Contact Centre Business Intelligence
The final piece of the jigsaw is accurate and efficient measurement, data capture and reporting. Comprehensive reporting of advisor performance, adherence to schedule, and quality and appraisal scores facilitates performance management. Tracking the vital statistics relating to call volumes, staffing levels and call handle times is essential and supports all subsequent forecasting, simulation and workforce optimisation activities. We cannot manage if we do not measure.