The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore.

Accurate Forecasting of volumes, shrinkage, attrition, AHT.
Any plan can only be as good as the inputs into the plan. Not only volume needs to be accurately forecast but also shrinkage, attrition and AHT.

How do you determine the right service level objective or ASA target for your contact centre? Speaking with many contact centre managers on this topic at a recent event I discovered.