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Forecasting in call centers helps today’s contactcenters achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.
It allows a customer to contact the business based on a time that’s suitable for them and remain productive in their daily lives. Developing your customer support center to support digital channels is an essential first step in the journey to redefining the call center’s role in customer service.
Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload.
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