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Calabrio

In a year of rapid change, many contact centers are being forced to pivot by changing the way they view and handle forecasting. For some, forecasting is no longer about accurately predicting the volume of calls and average handle time. Contact centers are being asked to predict business changes being impacted by outside forces. In this session, Calabrio WFM Consultant Shane Corey and Planning Manager at Laithwaites Wine Daniel Spence will share stories and discuss strategies for being a power forecaster in a time of unpredictability. Attend and hear how Daniel is handling the ups and downs of the pandemic while Laithwaites Wine faces unprecedented growth paired with warehouse challenges, making it difficult to forecast accurately.