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 and Scheduling for Multichannel Contact Centres
Create Room to Breathe Instead of Making Knee-Jerk Reactions
The Three Forecasting Timelines Used in Contact Centres
What’s Next With… Forecasting Technology?
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How to Calculate Forecast Volatility
Video Image: Don’t Exceed 85% Maximum Occupancy
Don’t Push Occupancy Beyond 85%
Video Image: Forecast Accuracy and Intervals
Why You Need to Look at Intervals
Recorded Webinar: Improving Forecast Accuracy
Video Image: Get a 70% Forecast Accuracy With No Skill
How to Get a 70% Forecast Accuracy With No Skill
Video Image: Check Your Tools
Why You Need to Check Your Forecasting Tools
Video Image: AHT Varies Across The Day
Why You Need to Account for AHT Variation Across the Day
Your Call Centre Forecast is Probably Missing this Critical Factor
Excel Remains an Ever-Popular Forecasting Tool
Recorded Webinar: Let’s Chat… About Forecasting
How Are Contact Centres Getting More Their WFM Systems?
What to Look for When Buying a Workforce Optimisation System
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Recorded Webinar: Forecasting Masterclass
Recorded Webinar: Executive Briefing on Workforce Management
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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
Phones on sky background - high call volume concept
Call Volumes Up? Here’s What You Can Do About It
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10 Tips, Tools, and Techniques for Enhancing Intraday Management
Recorded Webinar: Designing a Better Forecasting Spreadsheet
Video Image: Why Your Forecasters Should Always Talk to Marketing
Why Your Forecasters Should Always Talk to Marketing
 
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