Forecasting is crucial to contact center performance. It can be the difference between proactively serving your customers and hearing from upset customers after they experience friction. Proper forecasting can also reduce expenses by properly aligning supply of employees and demand of customers. Optimizing your workforce increases service levels, customer satisfaction, and employee morale—all contributing to increasing profits and lowering costs.
This white paper provides a general description of the CXone Workforce Management’s (WFM) forecasting functionality and a collection of suggestions to address common scenarios during usage.
