Contact Centre Research

Excel Remains an Ever-Popular Forecasting Tool

Published On: 20th May 2016 08:00

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

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Excel Remains an Ever-Popular Forecasting Tool

Topics:

Your Next Read