Contact Centres Struggle With Changes to Contact Volumes When Forecasting 1,451 Filed under - Archived Content According to our poll, 65% of contact centres are struggle with frequent changes in call volumes when forecasting. Other hurdles that contact centres are facing, when forecasting, include: time taken to produce forecasts (46%), requirements for multi-skilled staff (41%) and taking into account multiple channels (37%). Poll – What problems do you face when you forecast using your current system or process? Lack of historical data to build forecasts – 24% Forecasting requirements for multi-skilled staff – 41% Difficulty in forecasting for multiple channels – 37% Volumes change frequently making forecasting difficult – 65% Time taken to produce forecasts and “what if” scenarios – 46% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Introduction to Workforce Management Sample size – 82 Date: June 2012 Author: Jo Robinson Published On: 22nd Nov 2012 - Last modified: 18th Feb 2020 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter