The Forum's Customer Strategy & Planning conference speakers for 2021 are a wide variety of experts and professionals.
Accurate forecasting is vital to an effective contact centre operation, driving decisions that balance service levels, customer experience, operational costs and employee satisfaction. Whether managing inbound calls, emails or chats, a reliable forecast helps ensure resources are allocated to meet demands without overburdening staff. Yet, how can you evaluate the effectiveness of your forecasting process? Not all forecasting challenges are equal — some work types are inherently more volatile and difficult to predict than others, making a universal error target impractical.
Read more
This article was first published in the 2025 Best Practice Guide - Raising Standards
To download a full digital copy of the Best Practice Guide, click here.