Here’s a great article about the reality of call center call volume forecasting by James Lawther: http://www.squawkpoint.com/2012/11/call-center-forecasting/ My favorite quote from it: “If your forecasters were the sort of people who could precisely nail the outcome of a random, chaotic, complex system, day in and day out, then they wouldn’t be forecasting your call centre….

In business-to-business selling the last month of the year is always slow, so I’ve been going through some old stuff.  Normal people would take this time to look at pictures of loved ones, photos from old trips and so forth.  But I’m a mathematician so I look at graphs and equations instead.  Yes, this sounds…

Its been said by others many times, and I’ll say it again.  As a call center manager you can’t gauge how well your service levels are by looking at how “busy” your agents are.  Intuitively, we would think that if you drop your agent levels at any moment by 10% that your callers will experience…