Resource planning to handle contact volume across a plurality of contact channels
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United States of America Patent
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Sep 4, 2012
Grant Date -
Jul 17, 2008
app pub date -
Jan 11, 2007
filing date -
Jan 11, 2007
priority date (Note) -
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status (Latency Note)
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Abstract
Various embodiments of a system and method for determining staffing requirements or other resource requirements for a plurality of contact channels are disclosed. A contact volume forecast may be performed at a beginning of a season. The contact volume forecast may predict variability in contact volume over a plurality of time periods in the season for each of the contact channels. A resource plan may be determined based on the contact volume forecast. The resource plan may indicate an amount of resources required for each contact channel for each of the plurality of time periods in the season. For at least one time period, the resource plan may specify that resources are to be shifted into a first contact channel from one or more other contact channels.
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