Contact centre forecasting

Reliable forecasts are the lifeblood of all contact centres. Good accurate numbers will always make the scheduling more robust and the real time management less daunting as well as allowing better decisions to be made around recruitment of front line staff.

Many factors go into forecasting and a good forecasting function will begin by fully understanding what is driving volume and then develop this information into a roadmap for the upcoming time period which the business can have faith in.

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First published in the 2011 Best Practice Guide Expanding Horizons

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