Contact Center Forecasting: Effective Tactics and Tools

Step up your forecasting know-how. ICMI teaches the industry’s most effective approaches to help those responsible for forecasting achieve service level objectives.

Put a solid forecasting plan into place that will help you more accurately map out staffing designs and create schedule plans that truly improve call center performance. While our part 1 and part 2 courses have helped you master the theoretical side of forecasting, it’s time to learn the best approaches for predicting and gain a better understanding of the tools available. Through ICMI’s Contact Center Forecasting: Effective Tactics and Tools Part 3 virtual classroom course, you’ll gain the implementation strategies necessary for effective forecasting.

In this course, you’ll examine the three main statistical forecasting approaches along with the benefits and drawbacks of each. Learn the differences between historical forecasting, driver-based forecasting and event-driven forecasting and discover what combination might work best for your organization. We’ll reveal the best forecasting tools you can use to help you become more efficient—including underutilized options like Decision Time and Forecast Pro. And finally, you’ll uncover the best-kept secrets to forecasting that will keep your forecasts accurate and dependable.

Plus, ICMI’s Call Contact Center Forecasting: Effective Tactics and Tools Part 3 course includes a Q and A forum where you can ask the ICMI experts your burning questions and learn from others facing similar challenges within their call centers.

Designed for managers, supervisors, and analysts responsible for workforce management who want to refine and build essential forecasting skills, this course covers:

• Forecasting approaches: historical, driver based and event driven
• Forecasting tools: the most commonly used and the underutilized
• Q and A Forum

Date:	Price:
June 15, 2pm-4pm EST	$299.00

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