WFM - Forecasting

  • Teaches how to collect and validate data
  • Covers proven practices for predicting workload
  • Explains advanced techniques to fine-tune predictions
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

This course focuses on the forecasting specialization of the workforce management process. It provides the fundamental knowledge needed to accurately predict workload. You will learn how to collect and analyze historical workload data. You will master advanced forecasting techniques. And you will learn how to accurately forecast call volume and average handling time (AHT) down to 30-minute intervals per day.

The course WFM - Forecasting is also included in the bundles Staffing Essentials and Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to deepen their forecasting knowledge and improve their forecasting skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 4 hours of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Data Collection and Analysis

Getting Off to the Right Start

Data Collection and Analysis

The most critical step in the workforce management process is the collection and analysis of historic call data.

The best predictor of future call workload is past data. The key is gathering the right data. This interactive unit identifies the sources of historic call data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into your planning. It also outlines the data collection considerations crucial to your workforce management and planning process.

You’ll learn where to look for data and how to scrutinize that data to make sure it’s appropriate to feed into the forecasting process. You’ll also review mathematical techniques for analyzing data and making needed adjustments. Last, you’ll be taught the role of business drivers and how to incorporate them into the planning process.

Upon completion of this unit, you will be able to:

  • Identify the sources of call center planning data.
  • Describe the impact of call routing and button usage on input data.
  • Identify data aberrations and how to adjust for them.
  • Outline business drivers most pertinent to the planning process.
  • 6 modules
  • 80 min

Included modules and learning aims:

  1. Introduction 07 min

    • Describe the reasons we gather and analyse data
    • Outline the content of the course that follows
  2. Data Collection Principles 14 min

    • Explain common terminology
    • Describe the basic principle of data gathering
    • Describe some normal variations for the data
  3. Data Sources 15 min

    • Identify common data sources
    • Examine the impact of call routing patterns on a forecast
  4. Data Validation 16 min

    • Identify common causes of inaccurate agent data
    • Describe how to identify aberrant data
    • Outline what adjustments can be made to aberrant data
  5. Business Drivers 17 min

    • Describe the role of business drivers in analysis and forecasting
    • Identify relevant business drivers
    • Describe how to incorporate business drivers into forecasts
  6. Assessment 11 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

2. Forecasting Fundamentals

Proven Practices for Predicting Call Workload

Forecasting Fundamentals

While forecasting approaches can range from a simple gut feeling to complex mathematical modeling, this unit covers the most common forecasting techniques used by contact centers today. It outlines the steps for developing a monthly, daily, and half-hourly forecast of call volume and workload.

You’ll learn the risks and benefits of different forecasting techniques, how to account for seasonality and how to apply time-series analysis to create a future forecast using historical data, with an included case study and an exercise to complete after the class.

Upon completion of this unit, you will be able to:

  • Outline the most widely used forecasting approaches used by contact centers.
  • Complete 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.
  • 7 modules
  • 73 min

Included modules and learning aims:

  1. Introduction 09 min

    • Explain the purpose of forecasting
    • Describe patterns and business drivers that influence forecasting
    • Outline the content of the course that follows
  2. Types of Forecasting 11 min

    • Outline common forecasting approaches
    • Describe the key features of common forecasting techniques
    • Outline the process of time series analysis
  3. Developing a Monthly Forecast 16 min

    • Outline the benefits of time series forecasting
    • Outline the steps required to build a time series forecast
    • Calculate the annual and monthly trend rate
    • Detrend monthly data
  4. Seasonal Forecasts 11 min

    • Define and calculate seasonality
    • Apply seasonality to create a fine-tuned monthly forecast
  5. Daily and Weekly Forecasts 10 min

    • Calculate week of month patterns
    • Calculate day of week patterns
    • Create a daily forecast
  6. Intraday Forecasts 07 min

    • Calculate intraday patterns
    • Create an intraday forecast
  7. Assessment 20 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

3. Advanced Forecasting Techniques

Fine-Tuning Workload Predictions

Advanced Forecasting Techniques

This unit supports workforce planners in developing advanced forecasting skills. It teaches how to measure forecast accuracy and provides approaches to fine-tune call center workload predictions using techniques such as regression analysis and correlation coefficients.

Whether you’re forecasting with spreadsheets or with workforce management software, you’ll learn how to improve the accuracy of your forecasts. This advanced forecasting learning unit will explore various approaches to help you optimize your call forecasting process, in order to prepare for an effective scheduling process.

Upon completion of this unit, you will be able to:

  • Calculate forecast accuracy using various methods.
  • Outline additional components of time series analysis beyond trend and seasonality.
  • Identify predictable cycles in call center workload.
  • Apply correlation coefficient techniques to fine-tune forecasts.
  • 7 modules
  • 63 min

Included modules and learning aims:

  1. Introduction 06 min

    • Explain why we should apply advanced forecasting techniques
    • Review the basic forecasting techniques as a foundation for the advanced forecasting techniques
    • Outline the content of the overall course
  2. Forecasting Effectiveness 07 min

    • Describe common measures to assess the effectiveness of the Workforce Management process
    • Explain the difference between tactical and strategic forecasts
    • Discuss the usage of benchmarking against industry standards
  3. Analyzing Accuracy 10 min

    • Calculate the percentage difference between your forecast and actual workload
    • Explain how to use standard deviation to determine the variation in data
  4. Regression Analysis 08 min

    • Identify the uses of regression analysis
    • Describe the steps required to complete a regression analysis
    • Explain issues that can arise if an analysis is incorrectly applied
  5. Correlation Coefficients 15 min

    • Identify the uses of correlation coefficents
    • Describe the steps required to calculate a correlation coefficient
    • Analyze the result of a correlation coefficient
  6. Identifying Data 08 min

    • Identify changes that will impact historical accuracy
    • Describe various techniques to track business drivers
    • Describe the data sets used in WFM forecasting techniques
  7. Assessment 05 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

Mastery Certification: WFM - Forecasting

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

15 questions 30 min

Mastery Certification: WFM - Forecasting

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Pricing options for WFM - Forecasting

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Forecasting below. If you apply for bulk pricing, please contact us to place your order.

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The WFM - Forecasting course is designed by call center experts to provide a practical and engaging learning experience. Start today.