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Contact Center Forecasting: Improving Accuracy
Whether you’re fine tuning your current forecasting tactics or newly involved with forecasting, ICMI can show you how to project more accurately and why doing so is crucial to your call center’s success.
The accuracy of your forecast matters greatly to your call center’s ability to meet objectives. This is true during both fully staffed and understaffed periods. When you take steps to minimize variances in your forecast, your customers experience better and more consistent levels of service and you operate more effectively as a leader. Through ICMI’s Call Center Forecasting: Improving Accuracy Part 2 virtual classroom course, you’ll learn how to zero-in on the information that really matters to make more accurate predictions for the future of your call center.
This course covers forecasting with pinpoint accuracy and shows you exactly how to measure it in your organization. ICMI presents case studies that illustrate how even a small degree of variance can affect service levels. We’ll reveal the best methods for measuring accuracy and how to make sure your data is “clean” by focusing on the consistent use of phone modes and making call volume adjustments based on special events and abandons. Finally, you’ll learn ICMI’s six steps to a better AHT forecast.
Designed for managers, supervisors, and analysts responsible for workforce management who want to refine and build essential forecasting skills, this course agenda includes:
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