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Articles - Forecasting
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Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy
Spreadsheets do not Replace WFM for Forecasting
7 Ways to Improve the Accuracy of Your Contact Centre Forecasts
Recorded Webinar: Improving Forecast Accuracy
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
Forecasting and Scheduling Home Based Agents
Previous
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?