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Manager, Corporate Awards
Senior Vice President, Transformation
Assistant Vice President - Head of IT Customer Service
Are you involved in forecasting call volumes? If so, then one certainty is that you will probably spend some time reviewing historical call volumes, maybe even e-mail, fax, etc. to help you forecast accurately in the future. When you do, even if you have a forecasting system that calculates it for you, it is good practice to take into account any anomalies. For example, if your system failed one day and you lost virtually all your calls, don’t forecast with the historical data for that day, rather adapt the date for that day to what it would have been if everything was working OK. By being a little smarter with data, our forecasts will be more accurate.