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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 who, 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.
This course covers:
- 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
Who Should Attend?
- Managers
- Supervisors
- Analysts responsible for workforce management who want to refine and build essential forecasting skills
Course Length and Delivery Method
This course is a live, virtual two hour course. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Forecasting Sample
- Breaking Down a Forecast Exercise
- Forecasting Spreadsheets
- Industry Article
- Forecasting Without Numbers
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Related Courses
Contact Center Forecasting: Improving Accuracy
Contact Center Forecasting: Effective Tactics and Tools
Cancellation Policy
Please take a moment to read the cancellation policy.
