Tips for WFM Forecast Accuracy

WFM forecasting is the blending of science and art: It needs to be fluid as things are constantly changing within contact centers. Although at times it can be challenging, forecasting is the key to running a successful contact center. But how do you plan for the anomalies, ensure you're using the right historical data, and adapt your forecast as needed?

In this episode, Dave and Matt discuss useful tips for generating a more accurate WFM forecast. While the key to accurate forecasting lies within your data, it takes an artful approach (and a willingness to adapt and change). Learn how to leverage this data and create a stronger forecast formula.