Glossary
Forecast is a prediction on one of aspects of your business with the use of specific metrics to measure changes in performance. In most cases, in call center industry there are such forecasts as: sales forecast, call volume forecast, average call duration forecast, and so on.
Forecasting is used mostly in sales to help sales managers plan their sales quotas and see how they are achieving current sales goals. Sales forecasting is widely used and has many types of it: historical sales forecasting, trend analysis sales forecasting, and so on. Call volume forecasts are used to schedule agent work shifts in purpose to allocate appropriate number of agents.
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