Abstract: Various embodiments of a planning and execution process used to forecast contact volumes that will occur over the course of a season and determine resources necessary to handle the contact volumes are disclosed. The planning and execution process may be used to determine staffing resources necessary to service contact volumes across a plurality of support channels. The contact volume forecast may be continually updated over the course of the season, and different models may be used to generate the contact volume forecast at different times during the season.

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.

Abstract: Various embodiments of a planning and execution process used to forecast contact volumes that will occur over the course of a season and determine resources necessary to handle the contact volumes are disclosed. The planning and execution process may be used to determine staffing resources necessary to service contact volumes across a plurality of support channels. The contact volume forecast may be continually updated over the course of the season, and different models may be used to generate the contact volume forecast at different times during the season.

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.