Yield Management

While more commonly associated with industries like airlines, hospitality, and advertising, yield management can also apply to contact centers, particularly in outbound sales operations or when managing service levels for premium customers. It involves using data analytics to forecast demand and adjust pricing or availability of services in real time to maximize revenue or resource utilization. In contact centers, this could relate to optimizing the scheduling of outbound sales calls or prioritizing service access for high-value customers.

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