When Forecasting Failed — And Why Capacity Planning Is the Heart of Operational Excellence
A Story to Start In 2025, a national healthcare CX operation approached CP Spike with a problem they couldn’t solve: Their forecasting model was never right. Every week: queues overflowed wait times spiked agents felt overwhelmed overtime costs exploded SLA performance fluctuated escalations increased CSAT dropped on high-volume days Leadership blamed agents. Agents blamed “bad […]