Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now. With these demands alone, new call center analysts can easily be overwhelmed by the prospect of predicting costs and call volumes that include 12 months of forecasting.
Dig into the topic and things only get more complicated. Those … Read More