Forecasting is the foundation of efficiency
Reliable forecasting is the cornerstone of modern workforce management. Unreliable forecasts that fail to accurately model the conditions of a contact center can have an undesirable effect on workforce schedules and service levels. That is why automated forecasting algorithms based on historical and seasonal trends as well as special events are so important. Accurate forecasting of contact requirements, taking into account both contact volume and handle time, enables better scheduling and staff planning.