eBook

Five Steps to Accurate Contact Center Forecasting

five-steps-accurate-contact-center-forecasting

This eBook provides a clear, logical description of the five steps involved in creating an accurate forecast. Packed with detailed instructions and professional tips, it will enable you to adopt best practices and get immediate results - and long-term value.

The Five Steps to Accurate Contact Center Forecasting

Forecasting is complex, with many moving parts. It is one of the most challenging parts of the workforce management cycle. Without a clear process, a lot can go wrong. However, with careful planning, you can master the art of accurate forecasting with these five fundamental steps.

 

  • Collect historical data
  • Gather business intelligence
  • Validate the data
  • Create volume & AHT forecasts
  • Evaluate forecast accuracy