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Geraldine,
Forecasting call volume is a complicated task that is driven by the specifics of the business: type of support, product characteristics, installed base, customer expectations and many others. In many cases the task involves analytical (forecasting) methods and empirical measurements.
If you want to post here or email me directly (jbarkai@DiagnosticStrategies.com) more information about your business environment Ill recommend an approach.
Joe
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