PACE PACE Workforce Management & Staffing

Question 1

What is the primary goal of workforce management (WFM) in a contact center?

Accepted Answer

Ensure the right number of agents are available at the right times

Answer

Increase agent salaries

Answer

Reduce customer survey frequency

Answer

Automate all inbound calls

Question 2

Which metric is most commonly used to determine staffing requirements in a contact center?

Accepted Answer

Average Handle Time (AHT)

Answer

Net Promoter Score

Answer

First Call Resolution

Answer

Customer Satisfaction Score

Question 3

What does 'shrinkage' refer to in contact center workforce management?

Accepted Answer

Time agents are unavailable to handle contacts due to breaks, meetings, or absences

Answer

Reduction in call volume

Answer

Decrease in customer complaints

Answer

Agent turnover rate

Question 4

Erlang C is a mathematical formula used in contact centers primarily to calculate:

Accepted Answer

Required number of agents to meet service levels

Answer

Customer lifetime value

Answer

Email response rates

Answer

Product return percentages

Question 5

What is 'schedule adherence' in a contact center context?

Accepted Answer

Agents working their scheduled hours and activities as planned

Answer

Following a script during calls

Answer

Managers reviewing daily reports on time

Answer

Customers calling within business hours

Question 6

Which approach to forecasting uses historical data patterns to predict future contact volumes?

Accepted Answer

Time-series analysis

Answer

Bottom-up budgeting

Answer

Benchmarking

Answer

Capacity hedging