Session 2:  Contact Center Data, Reconciling History, and Forecasting
Date:  Tuesday, June 17
Time:  1:00-2:00 pm CT

In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate.  What data are required to develop a capacity plan?  These include ACD history, workforce management history, HR data, and financial data.  We will discuss how you can use this data to answer the most basic question:  What happened last week and how did we miss service?  We can use historical performance and our models to help us derive the “forecast misses” that contribute most to our performance variance.

We will also shift gears to discuss forecasting methods and best practices.

Click here to register for this session:  https://swpp.webex.com/weblink/register/r3d1d75df3358b11ab28408f565ec8048