Contact Center Forecasting: Improving Accuracy

A proven, real-world approach to forecasting that will help you develop accurate workload predictions that will keep you meeting your service level 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 three-part Call Center Forecasting: Improving Accuracy virtual classroom course, you’ll develop a working knowledge of these specialized statistical techniques to improve forecasting accuracy and help you consistently meet service levels.

Part one of the course starts with how the accuracy of your forecast affects the workforce plan and the elements of an effective forecast. From there you’ll cover the five major steps that will help you succeed in forecasting. You’ll learn where to start analyzing to conduct a complete workload analysis and using worksheets and formulas, break down a forecast into easy-to-understand segments.

Part two of the course covers forecasting with greater accuracy. Using case studies, you’ll learn how even a small degree of variance can affect your service level. You’ll explore the ways to measure your accuracy to avoid swings in service levels. Finally, you’ll learn the six steps to a better AHT forecast.

In part three, you’ll examine the three main statistical forecast approaches along with the benefits and drawbacks of each. You’ll also cover the forecasting tools you can use to help you become more efficient. And finally, you’ll uncover the best-kept secrets to forecasting that will keep your forecasts accurate and dependable.

Designed for managers, supervisors, and analysts who are responsible for workforce management who want to refine and build essential forecasting skills including:

• Understanding the importance of forecasting to the call center planning and the consequences of inaccuracy.
• Learning the proper techniques of data gathering and analysis.
• Examining the varied approaches to forecasting practiced by most contact centers.
• Developing a working knowledge of the time-series analysis.
• Calculating trend rates and identifying seasonal patterns.

Who should attend?

Managers, Supervisors and Analysts who are responsible for workforce management or who want to gain a better understanding of how forecasting is done. The material in this seminar is at a basic level.

Course Length and Delivery Method

This course is delivered in three sessions; each is a two-hour virtual classroom session. 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
• Industry Articles
• Forecasting Without Numbers
• Handouts
• Forecasting Sample
• Forecasting Exercise
• Forecasting Spreadsheet

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.

Cancellation Policy

Please take a moment to read the cancellation policy.