Advanced Forecasting Techniques: Fine-Tuning Workload Predictions
Without an accurate forecast of workload and staff requirements, the scheduling process will be inefficient. This session will explore various approaches to help fine-tune your tactical call forecasting process. Whether you’re forecasting by spread-sheets or with workforce management software, you’ll learn how to improve the accuracy of your daily and half-hourly forecasts through techniques like regression analysis and the use of correlation coefficients.
Seminar attendees will learn to:
- Calculate forecast accuracy by various methods.
- Outline additional components of time-series analysis beyond trend and seasonality.
- Identify predictable cycles in call centre workload.
- Apply correlation coefficient techniques to fine-tune forecasts.
Others have said about this course:
“The class was very easy to follow and the pace perfect. The facilitator invited participants to ask questions along the way.” – Joe, Auckland
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry. As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.
Web Seminar Cost : $375.00 + GST (first connection)
The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.