Contact Center Forecasting: The Fundamentals of Success
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Gain a solid understanding of why forecasting is so important, who should take on the lion’s share of forecasting responsibility and how to accurately predict the staff necessary to meet your objectives.
The most critical step in the workforce management process is the first one: forecasting call center workload. Without a solid forecast in place, the best staffing designs and schedule plans just aren’t relevant. Through ICMI’s Contact Center Forecasting: The Fundamentals of Success virtual classroom course, you’ll learn the whos, whats, whys and hows of forecasting so you can put together a goal-oriented action plan with clearly established roles and responsibilities.
This course starts with the basics by explaining exactly why the accuracy of your forecast affects the workforce plan. We’ll break down the essential elements of an effective forecast. And from there, you’ll learn ICMI’s five major steps for successful forecasting.
ICMI will help you identify where to start measuring in order to conduct a complete workload analysis. This course breaks down the forecasting process into easy-to-understand segments with actual examples of proven worksheets and formulas you can implement in your call center.
What you will learn:
- Forecasting basics: Top criteria for effective forecasting
- Determining responsibility: Who should take charge of forecasting?
- ICMI’s five major forecasting steps
- Real-world forecast breakdowns, worksheets and formulas
- Consequences of inaccurate forecasting
- Printable slide presentation
- Industry article
- Forecasting Without Numbers
- Forecasting Sample
- Breaking Down a Forecast Exercise
- Forecasting Spreadsheets
Pricing & Course Length
Pricing for this 2-hour virtual classroom course is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Contact Center Forecasting: Improving Accuracy
Contact Center Forecasting: Effective Tactics and Tools
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Part 1: The Fundamentals of Success
Module 1 Key measurements for forecast accuracy
- What is forecasting?
- Why is it important?
- Who needs to be involved?
- How is it done?
- How can we measure success?
- Investigate areas that require continuous improvement