Contact Center Forecasting

What is contact center forecasting?

Contact center forecasting is the process by which a call center can estimate the future volume of contact via multiple channels (phone, email, sms, app), and the number of agents that they would likely need to handle the aforementioned contact.

Typically historical volume data is factored in while forecasting as it provides insights into season trends and growth or decline year over year. Forecasts need to factor in external eventualities as well, like business events, new product launches or software updates.

Why is contact center forecasting important?

Contact center forecasting is a dynamic, ongoing process which needs to be regularly updated to keep pace with trends and organizational changes. Managerial staff in charge of forecasting can do long term forecasts to calculate staffing requirements, but will need to do short term forecasting regularly to manage agent scheduling.

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Factors to keep an eye out on while forecasting

How Voxco can help with contact center forecasting?

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