9 Tips for Implementing Workforce Management in the Contact Center

Nov 12, 2013 3:23 PM  By

Special events should be recognized in call volume forecasting


Having a correlated forecasting capability that recognizes and incorporates any special events, such as catalog drops or discount offers, can have a significant impact on profit and loss. How these special events affected call volume in the past is critical to accurate forecasting. In call centers where workloads fluctuate due to special events, the only way to ensure proper staffing is with a system that can electronically calculate anticipated call volume based on how a given event affected incoming calls in the past.