

Efficient personnel planning is not a “nice-to-have”, but a decisive competitive factor. At a time when customer needs are changing rapidly, there is a shortage of skilled workers and flexibility is a top priority, predictive workforce planning is becoming increasingly important, especially in service centers where staff turnover is above average.
In the following, the key trends and challenges in workforce management are highlighted and advanced forecasting methods are presented that help companies to successfully master their personnel planning.
Influencing factors such as business growth, productivity targets, qualifications, working time models, legal requirements and customer requirements are still relevant. However, the framework conditions have evolved and new aspects have been added:
In this complex environment, precise forecasts play a crucial role. They enable companies to plan ahead and react to changes. Modern Forecasting-methods go far beyond the mere consideration of historical data. They take a variety of factors into account, including
Despite the enormous progress in the area of forecasting there are still challenges:
opcycWFM offers companies a comprehensive solution for the workforce management, that provides comprehensive forecasting-functions integrated:
Staff planning in customer service requires a new way of thinking. Predictive planning, data-supported tools and an employee-oriented approach are crucial for success. opcycWFM offers companies the necessary functions and technologies to master these challenges. In a no-obligation on-demand product demo, our Oki digital guide will be happy to show you the possibilities of opcycWFM in detail – flexible, non-binding and without direct contact with a customer advisor.