forecasting
Key Focus Areas:
This course delivers mastery over the planning stage of the WFM lifecycle, ensuring you know what resources you need, when you need them, and why. It is centered on the proprietary LCSR Forecasting Framework.
Workload & Demand Drivers: Detailed training on identifying, cleaning, and validating the historical data (volume, AHT, shrinkage, etc.) that accurately drives your workload calculations.
Statistical Application: Practical sessions on the forecasting methodologies most relevant to a contact center (e.g., time series analysis, trending, and seasonality adjustments) without getting lost in complex academic theory.
Capacity Planning: Learn to use the completed forecasts to generate a robust Capacity Plan, ensuring you have the right number of agents, with the right skills, to handle all customer interaction channels efficiently.
Who Should Enroll:
WFM Analysts who are primarily responsible for generating volume and AHT forecasts and require deep skill mastery.
Capacity Planners and managers who need to translate forecasts into hiring plans, training schedules, and cost budgets.
Contact Center Leaders looking to align their financial planning and staffing strategies based on reliable predictions.
By mastering the Forecasting & Capacity Planning component, you eliminate staffing guesswork, allowing your organization to reduce labor costs, prevent agent burnout, and consistently meet service level targets.
COMPLETE THE FORM BELOW TO START YOUR ENROLLMENT!
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