Proximus & Möbius: Call volume forecasting at Customer Contact Conference

11 April 2024
Customer Contact Congres

What is the Customer Contact Conference?

Every year, Customer Contact organises the Customer Contact Conference, which brings together customer service professionals and business partners to gain refreshing ideas, make new contacts and raise a toast with colleagues from across the industry.

This year's theme: 'Stars of Customer Contact'.

Customer Contact Congres

This year's conference will explore how technology can further improve and facilitate the tasks of customer service professionals. It will also examine how technology can strengthen the sector and prepare it for the challenging future.


Call volume forecasting at Proximus

How a disrupted call pattern now predicts call volumes

An excellent example of how technology can improve customer service is our successful partnership with Proximus.

Due to contingencies such as COVID-19, floods in the summer of 2021 and the energy crisis in 2022, the usual telephone pattern at Proximus was severely disrupted. This made it increasingly difficult to forecast future call volumes accurately. Together with Möbius, Proximus conducted an objective analysis of the existing forecasting process and the statistical model used to detect future improvement opportunities.

→ Read more about the partnership with Proximus

Together with Kris Adriaenssens and Piotr Fierens of Proximus, colleague and CX expert Sofie De Coninck gave an interactive presentation on this project. During the presentation, attendees got an in-depth insight into the various and innovative techniques that were applied, both qualitatively and quantitatively.