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.” – Christian Montes Executive Vice President Client Operations Optimizes Resource Allocation Forecasting enables call centers to allocate resources, such as staffing and technology, efficiently. This aids in strategic decisions, such as investing in new technologies, expanding teams, or launching new services.
Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience. Digital transformation is more than just purchasing technology. How Does This Impact Omnichannel Forecasting? Complaints 2.
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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