If you’ve spent any time in an inbound contact center, you know that things never go exactly as planned. You may find that:

• Volume and arrival patterns are inconsistent
• Agent behavior can be unpredictable
• Unplanned events can derail even the smoothest of operations on the best of days. 

Contact centers have a great opportunity to improve the accuracy of WFM by evolving their approach to planning and intraday management.

This report shares the state of intraday WFM and planning in the contact center. It is intended to equip contact center leaders with business intelligence and market data to consider when evaluating or evolving their own intraday WFM practices.