Effective planning at peak times: How WFM helps with seasonal fluctuations

Category: FAQ
Excerpt: During peak times such as vacation periods or events, service centers face the challenge of increased call volumes, but with an accurate forecasting function of a workforce management system, workload and required resources can be efficiently planned based on historical data and real-time monitoring to avoid overload and optimize costs.

Efficient staff scheduling during peak times

One of the biggest challenges for service centers is staff scheduling during peak times. Typical peak times such as public holidays, vacation periods, events, sales promotions, etc. lead to an increase in call volume and workload, which is difficult to predict. Companies that fail to plan such periods effectively risk sub-optimal customer service, higher staff costs and employee overload.

A key technology for managing such fluctuations is forecasting within a workforce management system (WFM). This forecasts the workload based on historical data and external factors in order to precisely plan the required number of employees. Typical functions of a WFM system include:

Strategic resource planning

In addition to short-term planning, it is also important to incorporate seasonal fluctuations into long-term capacity planning. Companies that recognize such patterns early on can plan resources strategically. A powerful WFM system offers planning tools that make it possible to simulate future requirements and develop long-term personnel strategies.

With opcycWFM, our system offers a wide range of functions that are specially tailored to planning during peak times. Our software analyzes historical data, creates precise forecasts and supports optimal staff deployment through flexible shift planning and real-time monitoring. For companies that want to successfully manage seasonal fluctuations, opcycWFM is a future-proof solution that makes workforce planning more efficient and cost-effective. Experience the benefits of opcycWFM in practice, for example in an on-demand product demo.