Program: Workforce Management

3. 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.

7 modules 73 mins