To keep their clients happy, it is important for a contact center to control costs. Generally, the best way to do this is to make sure you have the right balance of agents to keep call wait times short and respond to customers quickly. While this sounds simple, contact center staffing can be challenging, especially when going through periods where call volumes spike or plummet dramatically. So what is the solution for scaling properly during these ups and downs? Better forecasting. The ICMI article “3 Sure-Fire Techniques for Shockingly Accurate Contact Center Forecasts” by Baker Johnson delivers three techniques to improve the accuracy of your contact center's forecasting.
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