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If you’re using agent call volumes to forecast outbound workload… you’re doing it wrong. 
What you're really forecasting is past 'agent behaviour' and not future 'business demand'. 
And that’s why your schedules don’t work—and your team ignores them. 
In this episode I cover:
1: The Forecasting Trap
2: Why Most Outbound WFM Plans Fail
3: WFM Isn’t Just Scheduling
4: One Simple Change = 38 Extra Sales a Day
5: You Can’t Manage What You Don’t Understand

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