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.

Previous
Next
RECENT
POPULAR
4 Questions You Need to Ask to Improve Forecast Accuracy
What’s Next With… Forecasting Technology?
A picture of someone looking at a trandline through a telescope
Trend Watching: What’s Happening With Forecasting?
Recorded Webinar: Let’s Chat… About Forecasting
Free Download of the Excel Monthly Forecasting Template
Monthly Forecasting Excel Spreadsheet Template – Free Download
An image of an example forecast, with the words 'Installing Excel Addins' written over it.
Installing Excel Add-ins for the Forecasting Template
Recorded Webinar: Best Practices in Workforce Management
A picture of people forecasting at a table
25 Ways to Improve Your Contact Centre Forecasting
injixo-webinar-newsletter-140501
Recorded Webinar: Forecasting Masterclass
Technology Toolkit – Forecasting in a multi-skilled contact centre
Recorded Webinar: Executive Briefing on Workforce Management
invision-webinar-button-130207
Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce
A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns
Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
What-software-do-you-use-for-forecasting
Spreadsheets do not Replace WFM for Forecasting
forecast-510
7 Ways to Improve the Accuracy of Your Contact Centre Forecasts
Recorded Webinar: Improving Forecast Accuracy
A photo of a red chess pawn being put into place
An Introduction to… Workforce Management Applications
What to Look for When Buying a Workforce Optimisation System
18 Workforce Management Case Studies
How Are Contact Centres Getting More Their WFM Systems?
Workforce Management in Outbound Call Centres
The Role of a Planning Team
The Relationship Between Adherence and Forecasting
Future forecasting models
 
Previous
Next