Contact Center Forecasting (3 Part Virtual Class)

An accurate workload forecast is essential to effective staffing & scheduling. Even the most creative call center manager will be unable to consistently meet service level objectives if they begin with inaccurate workload predictions. During part one of this practical vCLass you will explore a real-world forecasting process that will provide a solid foundation for your call center planning.

You've got the fundamentals of forecasting under your belt. How can you continue to improve the process so that your results are more accurate and better predict the future? Part two of this vClass will help you understand the implications of inaccurate forecasting and how to overcome common reasons for inaccuracy.

Although forecasting can often feel like a look into the crystal ball, there are proven approaches and tools you can use to forecast well. During part three of this vClass you will learn the various approaches and when to use which one. We’ll also explore forecasting tools that can help you be more efficient and effective.

In this vClass, you will explore:

• Key measurements for forecast accuracy
• How to measure, minimize and account for variance
• How to use carryover forecasting techniques
• Ways to better “clean the data” to improve forecast accuracy Ways to generate more accurate AHT forecasts
• How to use historical forecasting well
• When driver-based forecasting is appropriate and how to use it
• The advantages and disadvantages of event-driven forecasting
• Software that can increase your forecast accuracy

Who should attend?

Managers, supervisors and analysts who are responsible for workforce management or who want to gain a better understanding of how forecasting is done. The material in this seminar is at a basic level.

Date:	Price:
5/20 - 5/22 (2009)	$495.00

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