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.