As over two-thirds of call center operating costs are related to personnel, getting the right number of staff in place is critical, in terms of both service and cost. Workforce Management is one of our primary fields of expertise, and our training courses have assisted hundreds of companies to improve their staffing and scheduling efficiencies.

As over two-thirds of call center operating costs are related to personnel, getting the right number of... Read more

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Certification 11 courses 12 h 34 min

$990per user

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.
3. Forecasting Fundamentals
  • 7 modules
  • 73 min

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