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Program: 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
  • Engaging self-paced e-learning
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Program description

This program focuses on the forecasting specialization of the Workforce Management process. It provides the functional knowledge needed to accurately predict workload. Participants will learn how historical workload data is collected and analyzed. In addition, they will learn how to use collected data to forecast Call Volume and Average Handling Time (AHT) down to 30-minute intervals per day.

Who should take this?

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

Format

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
  • Program contains 4 h 6 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Data Collection and Analysis

Getting Off to the Right Start

Data Collection and Analysis

This interactive e-learning course identifies the sources of WFM planning data, outlines the process of data validation and adjustment, and describes how to incorporate business drivers into the planning process. It also describes the data collection considerations crucial to the overall workforce management and planning process.

The most critical step in the workforce management process is the first one: data collection and analysis. The best predictor of future call workload is past data, so gathering the right data is critical to the workforce management process.

This e-learning teaches where to look for data and how to scrutinize the data to make sure it’s appropriate to feed into the forecasting process. It also reviews mathematical techniques for analyzing data and making needed adjustments. The role of business drivers and how to incorporate them into the planning process will also be discussed.

Students will learn 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. Course 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

This interactive e-learning course outlines the most common forecasting approaches used by call centers, and outlines the forecasting steps for developing a monthly, daily, and half-hourly forecast. It teaches 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 course reviews the most popular techniques used for forecasting and the advantages and risks of each.

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.

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.
  • 7 modules
  • 73 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. Course 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.

3. Advanced Forecasting Techniques

Fine-Tuning Workload Predictions

Advanced Forecasting Techniques

This interactive e-learning course supports workforce planners in developing advanced call forecasting skills. It teaches how to measure forecast accuracy, outline different forecasting techniques and approaches that can fine-tune call center workload predictions, and apply techniques such as using correlation coefficients in the forecasting process.

Without an accurate forecast of workload and staff requirements, the scheduling process will be inefficient. This course will explore various approaches to help fine-tune your tactical call forecasting process.

Whether you’re forecasting by spreadsheets or with workforce management software, you’ll learn how to improve the accuracy of your daily and half-hourly forecasts through techniques like regression analysis and use of correlation coefficients.

Students will learn to:

  • Calculate forecast accuracy by 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 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. Course 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.

Mastery Certification: WFM - Forecasting

After finishing the courses of the program, 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 program.

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

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.