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Can we predict the future?

Short answer, no. Long answer: Forecasting is something used widely in contact centres, and it’s something I’m surprised not to see more of in the SaaS world, although I have come across examples of people doing this in SaaS. Contact centres use forecasts to set their budgets for the year, alongside using them to plan … Continue reading Can we predict the future?

My name is Chris

I’ve worked in various customer support roles in multiple industries. I think the skills in customer support are transferable across industries, although that’s obviously not an excuse to not learn about the product you’re supporting. Here is that journey so far. Firstly, I think it’s fair to say I started from a defeatist standpoint and … Continue reading My name is Chris