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Survivorship bias in customer service Blog

Survivorship bias in customer service

Calling my new ISP Two days ago I tried calling my new internet provider and I was definitely not the only one with the same idea. After a few minutes on hold I hung up and sent them an e-mail. Their customer service still hasn't replied. I'm considering a different internet provider now. They have no idea about my sentiment of…
April 7, 2022
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6 processes to get right, besides forecasting Blog

6 processes to get right, besides forecasting

The value of forecasting Forecasting is valuable because it gives you an estimate of what will happen. The more accurate your estimate is, the more value it has, right? Of course the real value comes from being able to act upon your predictions. So besides putting effort into a decent forecasting process, also investigate to what extend you can act upon insights resulting…
January 27, 2022
Forecast accuracy benchmarks: Beneficial or bullshit?
Forecast accuracy benchmarks: Beneficial or bullshit? Blog

Forecast accuracy benchmarks: Beneficial or bullshit?

What is a good benchmark for forecast accuracy in contact centers? This is a question we get from our clients quite often. According to Calabrio a 5% error is typically the industry standard. This corresponds to the COPC high performance benchmark of 95% forecast accuracy on the forecast that is used for scheduling. However, Injixo writes in its 2019 contact center…
December 20, 2021