The Importance of Accurate Forecasting for Omnichannel Volume
Playvox
MAY 25, 2023
For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of interactions — calls, emails, chat, ticketing, etc. — According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. How Does This Impact Omnichannel Forecasting?
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