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Call Volume Forecasting: Predicting the Future from an Unusual Past

by Sean Miller in Call Center Measurements, Call Center Metrics, Sean Miller

  Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer […]

 

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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler

  For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in […]

 

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