Forecasting Training

This training consists of the following courses:

• Excel for WFM

• Forecasting Overview

• Theory of Variability 

• Call Arrival Process

• Customer and Agent Behaviour

• Forecasting Objectives

• Trend Methods

To get the most from this course, you will need to be proficient in the English language and have a working knowledge of Excel. No prior knowledge is expected, except a healthy passion for learning next level WFM knowledge and basic Excel skills.

By the end of this training, you will have a better understanding of the role the forecasting process plays in your operation, how to implement various useful forecasting methods and evaluate the forecast you made in an objective way. Furthermore, using the techniques that we explain, you will be able to provide a better forecast for your call centre and capitalise on its potential for your career.

Forecasters, capacity managers and WFM consultants that want a thorough understanding of forecasting. Which is needed to make accurate contact center forecasts in their own contact center environment.