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Forecasting Fundamentals

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$375 September 27, 2016 @ 1:00 pm - 2:30 pm

Forecasting Fundamentals: Proven Practices for Predicting Call Workload

While forecasting approaches range from simple gut feel to complex mathematical modeling, there are several that every call center manager should know about. This session reviews the most popular techniques used for forecasting and the advantages and risks of each.Attendees will learn about the step-by-step approach used by most call centers called time-series analysis, including a case study and an exercise to complete after the class.
Seminar Attendees will learn to:
  • Outline the different approaches used by call centers today and which is most widely used.
  • Outline the step-by-step process of time-series analysis.
  • Calculate trend rates, seasonal patterns, and day-of-week/time-of-day factors.
  • Identify some popular forecasting shortcuts and when to use them.

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)

Seminar Access

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.

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