Why is accurate forecasting important in the call center?

Test yourself on call center forecasting in this question from the Call Center Metrics School quiz.

a) Proper forecast leads to proper staffing.
b) It impacts the customer experience.
c) Forecasting directly drives the cost of labor.
d) All of the above.

* Read the answer and more about call center forecasting
* Return to the Call Center Metrics School

This was first published in March 2008

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