Managing call volume is always a challenge for contact centers, but it is especially so during an economic downturn. The state of the economy can increase or decrease contact centers' call volumes outside of normal, annual cyclical changes. Inaccurate staffing levels can lead to preventable personnel costs or too few agents handling calls, resulting in poor service and displeased customers. Contact centers need to make sure they are staffing correctly for the twists and turns the economy can have on customer service.
 
Economic uncertainty necessitates increased agent planning, and workforce management software can improve forecasting, simplify scheduling, maintain productivity and keep up morale. Following are ways in which workforce management can successfully help with agent planning during a down economy:
 
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