ForecastingAccurate WFM forecasts in volatile times
Forecast your short-, mid, and long-term workload with predictive AI.
AI-powered
24-month view
Omnichannel
High-quality forecasts that keep staffing on target
Bring uncertainty under control
Even in today’s volatile environments, modern technology makes reliable forecasts possible. Predictive AI captures trends and patterns in your data, learns from past performance and continuously improves accuracy.
Balance staffing and boost morale
Accurate staffing is the foundation for people-centric planning. Keep productivity high by steering clear of under- and overstaffing, preventing overwork during peak periods, and disengagement during slower times.
Increase business profitability
Reliable and high-quality forecasts are crucial for meeting your customers’ expectations. Make informed decisions and consistently meet your service level goals, increasing customer satisfaction and, ultimately, your profitability.
Intelligent, accurate and reliable predictions
Predictive AI
Get self-learning forecasts that identify trends and patterns in your data and get more accurate every day.
Multichannel forecasting
Forecast across any communication channel such as calls, chat, email, and social media.
Historical data integration
Import data from external systems through API, CSV uploads, or directly from your database.
Short and long-term planning
24-month forecast
Plan strategically up to two years in advance, with precision down to 15-minute intervals.
Snapshots
Save and share forecast versions across time horizons to compare predictions with actuals and aid scenario planning.
Adjustments for every scenario
Customizable performance goals
Set individual service goals for every customer interaction.
Business hours adjustments
Consider contact volumes within or outside of your business hours.
Public holiday calendars
Automatically include (inter)national holidays in your calculations.
Events
Plan for marketing campaigns, maintenance, outages and other events that differ from day-to-day operations.
Manual adjustments
Edit any generated forecast based on your business insights.
Trusted by leading brands
“With Peopleware, not only have we dramatically improved customer service levels, we’ve reduced employee burnout and we’re saving over £100k a year.”
Kerry TurneyThomas Cook Group
Frequently asked questions
Do I need an AI-powered WFM forecast?
Do any of these conditions apply to your organization?
- Workload fluctuates by time, channel or location
- Capacity planning involves multiple competing constraints
- Current forecasts frequently lead to over- or understaffing
- Forecast accuracy directly affects staffing costs and service quality
Then AI-driven forecast is the right choice. Predictive AI recognizes patterns across complex data, increases accuracy over time, and leads to better staffing decisions.
How does WFM forecasting work exactly?
Since launching the first AI-driven WFM forecast in Europe in 2014, Peopleware predicts upcoming workload based on the following:
- daily totals of workload,
- workload volumes down to 15-minute intervals throughout the day,
- trends and patterns across weeks, months, and seasons.
Our predictive AI produces accurate forecasts for up to two years ahead, continuously learning from historical performance and from your business data. Contact us to find out more.
How accurate is WFM forecasting?
The more data you have, the more accurate the forecast, particularly when you integrate external systems. However, even with a limited data set, a smart forecast can still generate reliable predictions. Our customers tell us that they reach up to 97% accuracy overall!
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The secure, AI-native core of your WFM suite.
All Peopleware products run on an intelligent foundation that keeps your operations efficient and always at the forefront of technology.
