Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?
I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).
This blog is the third in a three-part series focused on forecasting in the contact center. The first installment discusses why forecasting is both an art and a science; the second provides a useful acronym to ensure more accurate forecasting.
Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.
A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.
This blog is the second in a three-part series focused on forecasting in the contact center. The first installment discusses why forecasting is both an art and a science.