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A step by step guide to forecasting call volume (17 Feb 15)

"If you can't measure it, you can't manage it"

Predicting the number of calls to be taken at a call centre and than matching numbers of staff to that demand is no easy task.  

Put too many people on and you waste money. Have too few and callers end up waiting a long time and having a poor customer experience.
One place to start is by looking at the number of calls that occurred to the call cen…

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