Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty

By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies

The contact center industry has a long history of successfully quantifying and predicting change. In past years, while specific industries might have suddenly found themselves undergoing a sudden and unexpected transformation, the contact center has, as a rule, always been able to monitor, measure, and react to business change in a very analytically sound manner, through the contact volume forecasting and capacity planning exercise. Until this year.

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