Workload Management

Workload management in a contact centre is a multifaceted process that encompasses various essential functions. It revolves around three main components: allocation, monitoring, and reporting of customer interactions, which can range from phone calls to emails and other forms of communication, along with the related tasks that support these interactions.

A workload management process is closely connected with workforce management. Workforce management teams play a pivotal role in forecasting expected workloads, often referred to as contact volumes, and subsequently determining the necessary staffing levels and agent schedules. Their aim is to optimise the allocation of resources to ensure that customer interactions are handled efficiently and effectively.

Beyond the strategic aspects of forecasting and scheduling, workload management extends to tactical considerations. It involves ensuring that customer inquiries and requests are routed to the most appropriate agents who possess the relevant skills and expertise to provide the best assistance. Techniques like skills-based routing are commonly employed to achieve this.

Workload management addresses the real-time dynamics within the contact centre. It is vital to prevent agent teams from becoming overwhelmed by surges in workload. A well-structured and agile workload management strategy is essential to maintain the integrity and efficiency of contact centre operations.