One of the biggest threats to a center’s profit margin is wasted labor expense due to inaccurate forecasting. Staffing operational costs account for 70 to 80% of your budget, and can be severely impacted by under- and overstaffing. Accurate forecasting is the foundation of call center scheduling, and without it, over- and understaffing will occur and impact the profitability of a contact center.
This paper discusses three primary components of accurate forecasting:
• What determines accurate forecasting?
• Variability and Predictability – what the difference means to you
• Erlang versus Merlang®
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