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Few things are more frustrating for contact center leaders than inaccurate forecasts. Unexpected contact spikes can lead to angry customers, stressed out teams, and loss of revenue. What are some of the common causes of inaccurate forecasts, and what can you do to mitigate the impact on customers when things don't go as planned? We posed these questions to #ICMIchat participants this week. Watch the 60-second video below to read some of their answers.
Need help better planning the workload in your contact center? Be sure to watch this free on-demand webinar.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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