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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Video Image: What’s Really Skewing Your Forecasting
What’s Really Skewing Your Forecasting
How to Forecast Workload
Video Image: Getting Started With Forecasting
Getting Started With Forecasting
Five Reasons to Use Workforce Management for Forecasting
A laptop with graphs on one side and money on the left
The Top 10 Most Important Call Centre Metrics
Forecasting and Scheduling on Digital Channels
20 Tips for Forecasting and Scheduling on Digital Channels
Video Image: Is Overhang Distorting Your Staffing Calculations?
Is Overhang Distorting Your Staffing Calculations?
A picture of the four seasons with a snowflake, leaves and the sun
Seasonal WFM – How to Prepare for Peaks and Troughs in Contact Volumes
The Relationship Between Adherence and Forecasting
10 Things They Won’t Tell You About Live Chat
Forecasting concept with graphs
What’s Happening With Forecasting Right Now?
Video Image: How to Stay Ahead of Digital Customer Demand
How to Stay Ahead of Digital Customer Demand
An image of colorful blocks with people icons over wooden table - WFM concept
What Will WFM Roles Look Like in 2035?
Illustration of a computer with person on laptop and calendar and checklists
Top Tips for Digital Channels – Forecasting and Scheduling
24 hours 7 days concept with red clock and handset
Top Tips for Running a Great 24/7 Contact Centre Operation
Scenery of the Four Seasons of Nature with Landscape Spring, Summer, Autumn and Winter
How to Thrive Through Seasonal Peaks
A picture of people forecasting at a table
25 Ways to Improve Your Contact Centre Forecasting
A photo of a red chess pawn being put into place
An Introduction to… Workforce Management Applications
A picture of a someone forecasting
How to Forecast Demand in the Contact Centre
Calendar and clock. Date and time scheduler icon
The Top Scheduling Challenges and How to Fix Them
A picture of chess pawns on arrows
50 Expert Tips to Improve Contact Centre WFM
An image of an example forecast, with the words 'Installing Excel Addins' written over it.
Installing Excel Add-ins for the Forecasting Template
Ways Technology Helps Exceed Service Level Targets on paper
7 Ways Technology Can Help Exceed Service Level Targets
Beginner’s Guide to Workforce Management Software
 
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