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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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...
Read More >>>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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