What Is Call Center Forecasting (and How to Increase Your Forecast Accuracy)
Babelforce
MAY 18, 2022
Here you determine how many Full-Time Equivalents you need compared to how many you have by pulling together a forecast for staffing and workload. Workload forecast is the contact volume (the number of incoming calls and messages) multiplied by contact average handle time AHT (time needed for a call).
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