Call Center Forecasting Interview Questions and Answers | Part - 2 | WFM Knowledge |

Call Center Forecasting Interview Questions and Answers | Part - 2 | WFM Knowledge | @Techno49
Hello friends, In this video, I have taken 10 important WFM call center forecasting interview questions and answers which are asked during interview and you should know the answers.
Call center forecasting is the process of predicting call volume and resource requirements over a specific period, typically done on an hourly, daily, weekly or monthly basis. WFM forecasting uses parameters to determine the effects of different service objective settings, such as: Interaction volumes. Average handle time (AHT) Average speed of answer (ASA) Desired percentage of interactions handled within a target time (service level).
What is Forecasting? For contact centers, forecasting is the process of estimating future contact volume (from channels such as phone, chat, and email) and the number of agents needed to handle that volume.
The purpose of call center forecasting is to optimize productivity and ensure the agency has the appropriate number of agents to handle the contact volume. When done right, forecasting helps call centers avoid losing money due to having too many agents on staff or on schedule at the same time.
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