By Richard Lundgren
Publication Date: 2025-11-23 01:48:00
For decades, contact centers have relied on spreadsheets, historical data, and manual effort to forecast staffing needs. While these tools have served their purpose, they are increasingly outpaced by the complexity of today’s customer expectations and the volatility of global markets. Enter AI-powered forecasting – a transformative shift that makes workforce planning a strategic lever rather than a reactive task.
As customer behavior changes rapidly—think peak times driven by social media trends, promotions, or even weather conditions—traditional forecasting models fall short. They often have difficulty detecting subtle changes in demand or adapting to sudden changes. In contrast, AI excels at processing large data sets in real time, recognizing patterns and continually learning to improve its predictions. This makes it an invaluable asset for any contact center looking to improve performance and agility.
The problem with traditional forecasts
Most workforce planning…
