The Importance of Accurate Forecasting for Omnichannel Volume
Playvox
MAY 25, 2023
Common examples are emails or texts where the customer is not expecting a real-time response. Live chat or phone calls are good examples. 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. — Complaints 2.
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