The Must-Have Guide to Accurate Call Center Forecasting
Title : The Must-Have Guide to Accurate Call Center Forecasting Edition : Year : 2016 Authors : Maggie Klenke, Chris Rainsforth, Charles Watson Publisher : injixo Preface An effective forecast for an operations is like having a healthy heart. Your forecast takes in data and pumps out information and guidance for your scheduling and service level management functions. Everything is predicated on getting the forecast right. Forecasting is the most challenging function in workforce management because accurate data can be a challenge, business information doesn‘t always make it back into the process, and a forecaster is left to make jud gement calls – and take accountability for it. Getting educated on the principles of effective forecasting is a great way...