Measuring Forecast Error - Doug Casterton - ContactCenterWorld.com Blog
Regardless of the media or work type that is being forecasted one of the biggest challenges for any contact centres in getting a better forecast, is the way in which forecast accuracy is measured and analyzed. The importance of forecasting accuracy should be obvious to any planner, for all other WFM processes are dependent and without accuracy it becomes impossible to match up the workforce accurately to achieve service goals. This is true whether the objective is to get a good schedule fit or build an accurate staffing plan for the next 12 months.
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Publish Date: February 19, 2012 8:26 AM