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Forecasting contact volume sms or chat in contact centers
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Forecasting contact volume sms or chat in contact centers
Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.
1.Do methods exist for forecasting incoming volume of sms? How is forecasting done "manually" for sms in customer service in a contact center? 2. Do methods exist for forecasting
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Forums  »  Topic Forums  »  General Forum  »  Forecasting contact volume sms or chat in contact centers

Forecasting contact volume sms or chat in contact centers

posted at 2/21/2012 7:49 AM EST on Workforce Management
Posts: 1
First: 2/21/2012
Last: 2/21/2012

1.Do methods exist for forecasting incoming volume of sms?
How is forecasting done "manually" for sms in customer service in a contact center?

2. Do methods exist for forecasting incoming volume for chat sessions?
How is forecasting done "manually" for chat sessions in customer service in a contact center?

Does someone have any expirience on that fields and can give me support?
Further hints to literature on this topics would be a great help.

Thx in advance,
Martin
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