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Articles - Forecasting

Discover our range of materials on forecasting demand and optimising resource allocation in contact centres for better service levels.

Five Reasons to Use Workforce Management for Forecasting

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

Forecasting and Scheduling for Multichannel Contact Centres

Online Monthly Forecast

Experimental Online Call Centre Forecasting Tool

Your Call Centre Forecast is Probably Missing this Critical Factor

11 Top Tips for Spreadsheet Forecasting in Excel

Create Room to Breathe Instead of Making Knee-Jerk Reactions

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Excel Remains an Ever-Popular Forecasting Tool

FAQs – Call Forecasting With Spreadsheets

Recorded Webinar: Designing a Better Forecasting Spreadsheet

4 Questions You Need to Ask to Improve Forecast Accuracy

What’s Next With… Forecasting Technology?

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Trend Watching: What’s Happening With Forecasting?

Recorded Webinar: Let’s Chat… About Forecasting

Free Download of the Excel Monthly Forecasting Template

Monthly Forecasting Excel Spreadsheet Template

An image of an example forecast, with the words 'Installing Excel Addins' written over it.

Installing Excel Add-ins for the Forecasting Template

Recorded Webinar: Best Practices in Workforce Management

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25 Ways to Improve Your Contact Centre Forecasting

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Recorded Webinar: Forecasting Masterclass

Technology Toolkit – Forecasting in a multi-skilled contact centre

Recorded Webinar: Executive Briefing on Workforce Management

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Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce

A graph showing the answers to the question "Which factor most affects your forecast accuracy" with the answers of 26%-the weather, 23%-mailings, 21%-marketing, 3%-disasters, 27%-call arrival patterns

Call Arrival Patterns has the Greatest Impact Upon Forecast Accuracy