An effective forecast for an operations team is like having a healthy heart. Your forecast takes in data and pumps out information and guidance for your scheduling and service level management functions. Everything is predicated on getting the forecast right.
Forecasting is the most challenging function in workforce management because accurate data can be a challenge, business information doesn't always make it back into the process, and a forecaster is left to make judgment calls – and take accountability for it.
Getting educated on the principles of effective forecasting is a great way to set yourself up for success. There are ways to forecast, reforecast, and address volatility in call center operations that have been used in the best operations for years. This book aims at locking down the fundamentals of accurate call center forecasting, and inject the art and intelligence behind forecasting into your operations to optimize your workforce management process.
