Forecasting Fundamentals: Prove Practices for Predicting Call Workload (e-Learning):

This self-paced, 3-module e-Learning program outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. Students will learn how to apply time-series analysis to create a future forecast using historical data.

While forecasting approaches range from simple gut feel to complex mathematical modeling, there are several that every call center manager should know about. This session reviews the most popular techniques used for forecasting and the advantages and risks of each.

Students will learn about the step-by-step approach used by most call centers called time-series analysis, including a case study and an exercise to complete after the class.

Module 1 - Forecasting Approaches
Module 2 - Developing a Monthly Forecast
Module 3 - Developing Daily and Hourly Forecasts
Students will learn to:

- Outline the different approaches used by call centers today and which is most widely used.
- Outline the step-by-step process of time-series analysis.
- Calculate trend rates, seasonal patterns, and day-of-week/time-of-day factors.
- Identify some popular forecasting shortcuts and when to use them.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122