System and method for integrated supply chain and contact center management

The present invention provides a method and system for integrated supply chain and contact center planning. First, the system and method of the invention obtains forecasts of contacts expected, average handling times, agent shrinkage and sales ratios with and without backorders over a planning period. The method and system of the invention next schedules agents to minimize lost sales, agent, facility, and communication costs for contact groups used by customers to order products, and to best meet productivity-based targets for contact groups used for services not for sale. Using the scheduled staffing levels, and forecasts of contact volumes, average handling times, agent shrinkage, sales ratios with and without backorders, supply chain product availability, and a staffing model, the method and system of the invention generates product sales forecasts for products sold. Product sales forecasts thus generated are inputted into the demand planning and forecasting process of the integrated supply chain management system. Contact center based product sales forecasts are combined with the product sales forecasts received from other supply chain sales channels to generate combined product sales forecasts based on which inventory, supply, and distribution planning steps of supply chain management are carried out.