Choose the Right Forecasting Tool

Accurate forecasting is determined by providing the required accuracy and taking account all the historic and future dynamics. No single methodology is optimal for all circumstances; however, four factors should be taken into consideration:

• Correlated Forecasting - includes forecasting for specific events that cause wide fluctuations in the volume of calls that must be processed.
• Integrated approach to support multi-skilled issues - is necessary to have forecasting algorithms that directly calculate requirements in a multi-skilled environment, while avoiding repetitive analytical simulations.
• Collecting enough historical data - is imperative to maintain detailed data for several years in order to produce an accurate forecast.
• Algorithms that include curve mapping and pattern recognition - in variable environments, Historical Trend Analysis is the only way to ensure proper staffing and that can incorporate complex historical trends in its calculations.

Choose the Right Forecasting Tool (PDF file)