Articles - Forecasting

Accurate forecasting is the foundation of every well-run contact centre. This hub of expert advice, data models, and practical examples explains how to predict contact volumes, plan staffing, and manage resources with confidence. Find out how to use historical data, seasonal trends, and external factors to improve forecast accuracy. The resources also cover forecasting for digital channels, handling unexpected changes, and building flexible plans that balance service levels with efficiency.

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Forecasting concept with graphs
What’s Happening With Forecasting Right Now?
Video Image: Check Your Tools
Why You Need to Check Your Forecasting Tools
Video Image: Don’t Exceed 85% Maximum Occupancy
Don’t Push Occupancy Beyond 85%
Scenery of the Four Seasons of Nature with Landscape Spring, Summer, Autumn and Winter
How to Thrive Through Seasonal Peaks
Video Image: How to Stay Ahead of Digital Customer Demand
How to Stay Ahead of Digital Customer Demand
Video Image: AHT Varies Across The Day
Why You Need to Account for AHT Variation Across the Day
Video Image: Get a 70% Forecast Accuracy With No Skill
How to Get a 70% Forecast Accuracy With No Skill
An image of colorful blocks with people icons over wooden table - WFM concept
What Will WFM Roles Look Like in 2035?
24 hours 7 days concept with red clock and handset
Top Tips for Running a Great 24/7 Contact Centre Operation
Illustration of a computer with person on laptop and calendar and checklists
Top Tips for Digital Channels – Forecasting and Scheduling
Employee icons above person with paperwork and phone
Erlang X – Everything You Ever Wanted to Know
From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Video Image: What’s Really Skewing Your Forecasting
What’s Really Skewing Your Forecasting
Video Image: Why Your Forecasters Should Always Talk to Marketing
Why Your Forecasters Should Always Talk to Marketing
Video Image: Is Overhang Distorting Your Staffing Calculations?
Is Overhang Distorting Your Staffing Calculations?
Line of people dividing - variance concept
Planning for Schedule Variance
Video Image: An Easy Step-by-Step Guide to Creating a Schedule
An Easy Step-by-Step Guide to Creating a Schedule
WFM Guide illustration with person with clock people and calendar / workflow
The Essential Guide to WFM – Key Features to Look For
Video Image: Getting Started With Forecasting
Getting Started With Forecasting
Video Image: How to Improve Forecast Accuracy
Tips to Improve Forecast Accuracy
Video Image: If It’s a Forecast – It’s Wrong
How Accurate is Your Forecasting?
Phones on sky background - high call volume concept
Call Volumes Up? Here’s What You Can Do About It
Ways Technology Helps Exceed Service Level Targets on paper
7 Ways Technology Can Help Exceed Service Level Targets
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
 
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