We are living in a golden age of predictive analytics, and forecasting and predictive technologies are revolutionizing business well beyond the contact center. These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence, developments that are enabling increasingly accurate projections.
The most robust contact center forecasting tools on the market have far-reaching impact. Advanced statistical methods can help users realize consistent customer service, improve retention and lower costs across the board through market-leading capabilities.
Although the concept is simple, the execution is anything but. A precise forecast requires an understanding of traffic during normal, day-to-day operations, but it must also take into account special considerations, such as spikes due to back-to-school shopping season, a new marketing promotion or a change in operating hours. A precise forecast is the foundation on which scheduling is built.