More than four in every five contact centres use Excel to forecast, but many of these use input from other sources as well.
From the results shown in our poll below, you can see that 32% of contact centres combine Excel with input from their Work Force Management system, whilst 11% use Excel with input from other systems.
Poll – “How do you forecast?” – answers
Manually – 6%
Only Excel – 40%
Excel with input from WFM – 32%
Excel with input from other systems – 11%
Use WFM or other system – 11%
Source: Call Centre Helper Webinar Poll – Excel Masterclass – Designing a Better Forecasting Spreadsheet Sample size – 251 Date: April 2016
We have a Monthly Forecasting Excel Spreadsheet Template you might want to try
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