Question: Can somone give me some advice on setting up a forecasting ability?

I was wondering if someone can give me some advise on setting up a forecasting ability for a contact centre that currently has nil experience or ability in forecasting.

The Centre has 75 staff working on phones from 0830-1800 Mon-Fri.

The staff are roster in 8 hour shifts covering this period.

As yet there is no collection of historical data, however this will change very soon and they will begin to collect Data around call volumes, AHT etc.

Their only WFM tool currently is CMS .

I will be looking to Forecast initially month to month with the view of creating an 18 Month forecast.

Can anyone advise me what steps I need to take to make this a reality?

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