Contact Centre Workload Forecast
Short definition
Contact Centre Workload Forecast: An estimate of future interaction volumes based on history and relevant factors.
Meaning and how it works
Forecasting should account for seasonality, holidays and campaigns; errors directly affect agent availability. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business applications
- Business scenario:
Before a major sale, a manager schedules extra agents based on expected call volume.
What to check before implementation
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.