Forecasting
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Jul 27, 2009
How do we forecast our call volume if we have historical call trends from last month? Is there a formula for calculating this?
– Ashwani Rana
Brad Clevelend is an author of an award-winning book called "Call-center Management on Fast Forward. Start with reading the basics about forecasting (you can get the book at https://portal.icmi.com/Purchase/ProductDetail.aspx?Product_code=fd6e7881-6d5a-dd11-82c4-001e0bc9702a) Afterwards, take a look at some forecasting software, or create some of your own models in Excel. It took me a long time to work out an original model in excel some time ago, but when everything was done, the only thing I would have needed to do to make a forecast is to paste in the historical volumes and increment increase/decrease rate blended with marketing and production initiatives.
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