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
Create Room to Breathe Instead of Making Knee-Jerk Reactions
The Three Forecasting Timelines Used in Contact Centres
What’s Next With… Forecasting Technology?
A picture of a volatile graph
How to Calculate Forecast Volatility
Recorded Webinar: Improving Forecast Accuracy
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
invision-webinar-button-130207
Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce
Recorded Webinar: Executive Briefing on Workforce Management
injixo-webinar-newsletter-140501
Recorded Webinar: Forecasting Masterclass
What to Look for When Buying a Workforce Optimisation System
How Are Contact Centres Getting More Their WFM Systems?
Recorded Webinar: Let’s Chat… About Forecasting
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
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
Excel Remains an Ever-Popular Forecasting Tool
Your Call Centre Forecast is Probably Missing this Critical Factor
Phones on sky background - high call volume concept
Call Volumes Up? Here’s What You Can Do About It
Time concept with clocks merging together
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
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
 
Previous
Next