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Forecasting & Staffing – Outbound Call C

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    Hello –

    I have 10 years of Call Center Management experience, and have recently taken over many of the duties for Workforce Management for my organization. The focus and direction of our call center has turned, and we have become a primarily outbound call center in which our registered nurses and LPNs make outbound phone calls based on our clients needs. Does anyone have any experience in forecasting and/or creating forecast models for staffing for outbound call centers? I have read and researched many of the concepts for staffing and forecasting, however I have not found much regarding staffing and forecasting for an outbound call center. Any advice on where I can begin would be greatly appreciated. Thank you in advance for your suggestions.

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