Author's Posts

Better visibility and lower variances with a hybrid forecasting model

Posted by: Rachana Grover | January 15, 2013

Historically, staffing a contact center has been a tricky proposition. More often than not, the outsourcing supplier overstaffs or understaffs the floor, since it is unable to predict incoming call and non-voice volumes accurately on a day-to-day basis. Yet proper staffing is crucial to building a successful operation that adheres to service level agreements and enhances the customer experience.