A Contact Center Crystal Ball - Marrying the Analyses of Service, Cost, Revenue, and Now, Customer Experience
While contact center executives yearn for certainty of service delivery and operational performance, variability is the hallmark of contact center operations. In the absence of procuring a crystal ball, the best run contact center operations tame their variability through the use of extraordinary management and with the help of planning systems embedded with accurate and fast mathematical models.
In this white paper, we will discuss methods and technologies that allow center managers to forecast, understand, and manage their performance variability. We will discuss the best metrics to measure and forecast, and how to include customer experience forecasts in your contact center plan.