Only 1% of Contact Centres Use Specialist Forecasting Software 615 Filed under - Archived Content, Forecasting According to our poll, only one in every hundred contact centres utilise specialist forecasting software. Instead, most other contact centres use either Excel (68%) or WFM software (49%), with some using a combination of the two. Another option that a quarter of our survey participants use is to manually forecast, whilst 2% admitted that they are not sure how their contact centre does so. Poll – “What method do you use to forecast” – answers WFM software – 49% Specialist Forecasting Software – 1% Excel – 68% Manual forecast – 25% Not sure – 2% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Forecasting Masterclass Sample size – 182 Date: May 2014 Author: Jo Robinson Published On: 21st Jul 2014 - Last modified: 18th Feb 2020 Read more about - Archived Content, Forecasting Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter