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.

This program focuses on the forecasting specialization of the Workforce Management process. It provides the functional knowledge... Read more

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Certification 3 courses 4 h 6 min

$329per user

2. Forecasting Fundamentals

Proven Practices for Predicting Call Workload

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.
2. Forecasting Fundamentals
  • 7 modules
  • 73 min

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