WFM: Volume Forecasting - Doug Casterton - ContactCenterWorld.com Blog
All good WFM planning starts with an accurate forecast so for my very first post this is as good as any to start with.Today I am going to specifically talk about volume forecasting, a critical section for deriving a workload forecast that can be used to plan against.The WFM forecasting process, like any planning process, is one part art one part science. It is an art because sometimes the accuracy of your forecast will be as a result of your judgment and experience. It is a science because there many step-by-step mathematical processes that can be used to turn raw data into predictions of future events.Oh and a pet hate of mine is people who believe buying WFO software results in not needing to understanding forecasting. It is just as critical for you to understand these calculations as it...
Read the rest here http://wfmanagement.blogspot.com/2012/01/volume-forecasting.html
Publish Date: February 3, 2012 4:09 PM