They worry lessStay Home Profits Review about forecasting "error"; they instead assume that any variance to forecast is either natural variability of the business or a change in the environment that needs to be explored.For example, if absenteeism is higher than expected, it is a warning that something else has changed in the operation.They automate forecasting so they can apply forecasting expertise to every important contact center metric.
Call volume forecasts are important, but so are handle time forecasts, attrition forecasts, sick time forecasts, training plans/forecasts, vacation plans/forecasts, wage rate forecasts, etc... It is essential to make this forecasting process as easy as possible, to allow for the use of sophisticated forecasting methodologies of these other important items.
The best forecast does not necessarily mean the lowest "error." Standard methods of determining forecast error are helpful, but not necessarily the best way to judge between competing methodologies. The final downstream product of the forecast is a set of decisions and the forecast that produces the best decision is the better forecast.
Call volume forecasts are important, but so are handle time forecasts, attrition forecasts, sick time forecasts, training plans/forecasts, vacation plans/forecasts, wage rate forecasts, etc... It is essential to make this forecasting process as easy as possible, to allow for the use of sophisticated forecasting methodologies of these other important items.
The best forecast does not necessarily mean the lowest "error." Standard methods of determining forecast error are helpful, but not necessarily the best way to judge between competing methodologies. The final downstream product of the forecast is a set of decisions and the forecast that produces the best decision is the better forecast.
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