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Agent Availability Agent availability forecasting includes planning for planned leaves, training sessions, and unexpected absences. Special Events or Promotions Marketing campaigns, product launches, or special events can significantly impact call volumes.
Customer service centers will continue to entrench themselves in innovation, adapting to customers’ ever-increasing needs and demands while safeguarding employee experience. This is evident in the growth of CCaaS, a market hurtling toward a projected $19.8 How Does This Impact Omnichannel Forecasting? billion valuation by 2031.
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