Resource planning to handle contact volume across a plurality of contact channels
US8260649B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 11, 2007 |
| Grant date | Sep 4, 2012 |
| Priority date | — |
| Expiry date | Dec 10, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0202
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.