Audio Podcast: Daily Podcast Jan 2 2015
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While even the best needs analysis and forecasting aid in predicting day-to-day contact volume, many factors may arise which can disrupt the flow of even the most well-run call centers. Be aware of shrinkage patterns, including no shows, sick-outs, and holidays. When you do your needs analysis and forecasting, do you notice there are many sick-outs on a Friday preceding a three-day weekend? How about during the summer months?
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