What-If Analysis for Call Centers
What-if analysis is a critical modeling technique for evaluating different scenarios and projecting how changes can impact key business metrics. With the right analytics tools, you can conduct sophisticated what-if analysis to gain valuable insights.
For call centers, what-if analysis enables modeling call volume, service levels and staffing to optimize operations.
What if call volumes increase 15%? What if handle times go up? What impact would adding 5 agents have on service level?
In this guide, learn how Blackstone + Cullen leveraged analytics to develop an interactive what-if analysis model for Norfolk Southern Railway's call center.
Discover how we: