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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: forecasting

August 30, 2018

Forecasting the Customer Contact Workload

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...

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April 4, 2018

Tighten Up Your AHT Projections

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...

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June 14, 2017

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...

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