Recorded Webinar: Forecasting Masterclass


In this webinar we explore best practice in forecasting methods, testing for accuracy and how to avoid the top five forecasting mistakes. We also take a peek at some of the software innovations that make it easier than ever to generate accurate schedules.

Accurate forecasting of volumes and workloads is the foundation of workforce planning.

No matter how optimal the schedules, how well we manage adherence or how engaged the agents are in the planning cycle, if the forecast is wrong the whole planning process is undermined.

Topics Discussed

  • Forecast accuracy
  • Common forecasting mistakes
  • Different forecasting models
  • Useful Excel functions
  • Testing historical vs forecasted data
  • Dealing with external events – marketing campaigns, mail drops, the weather
  • Eliminating exceptions
  • Forecasting software innovations
  • Cloud based forecasting systems
  • Top tips from the audience


Penny Reynolds - Headshot
Penny Reynolds
Call Center School

Chris Dealy - Headshot
Chris Dealy

Dean Couchman - Headshot
Dean Couchman

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jo Robinson

Published On: 28th Apr 2014 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

Follow Us on LinkedIn

Recommended Articles

Business Term with Climbing Chart / Graph - Forecast
Tips, Tools, and Techniques for Contact Centre Forecasting
nice forecasting and scheduling webinar
Recorded Webinar: Forecasting and Scheduling on Digital Channels
Nexidia webinar : a webinar on analytics
Recorded Webinar: Masterclass on Analytics
What's Next With… Forecasting Technology?