Download Forecasting eBook

Five Steps to Accurate Contact Center Forecasting


This ebook will provide a clear description of the five steps involved in creating an accurate forecast. With professional tips and methods to constantly measure and improve your forecast accuracy, enabling you to achieve immediate results - and deliver long-term value.


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The Five Steps to Accurate Contact Center Forecasting

Forecasting is complex with many moving parts. It is one of the most challenging parts of the workforce management cycle. Without a clear process, a lot can go wrong. However, with careful planning, you can master the art of accurate forecasting with these five fundamental steps.

  • Collect historical data
  • Gather business intelligence
  • Validate the data
  • Create volume & AHT forecasts
  • Evaluate forecast accuracy