Contact Center Solutions Featured Article

Successful Contact Centers Track Forecast Accuracy at Frequent Intervals

November 14, 2012

While many call centers spend a lot of time and effort building schedules and forecasting using the latest solutions and apps, fewer do the work required after the forecast is created and the day is over: tracking that forecast’s accuracy after-the-fact. The best forecast in the world is worth very little if it doesn’t actually help the contact center run smoothly and keep customers happy by ensuring that the right amount of resources are available to meet call and multimedia traffic. In other words: it’s about ensuring the right resources are available at the right time for the right customers.

Forecast accuracy is an equation that measures the percent variance between the number of calls (or chats) predicted to arrive during a given period and the number of contacts that the contact center actually receives during that time, wrote Knowlagent’s Greg Levin in a recent blog post. (Levin notes that you’ll sometimes hear forecast accuracy described as “forecasted contact load vs. actual contact load.)

Most contact center managers who measure this metric consider a five percent variance to be acceptable, writes Levin. Naturally, they strive to do even better – that is, try to achieve a lower percentage variance – but a five percent variance is generally good enough to keep senior management and customers from trying to hurt them.

When contact centers do track forecast accuracy, they often do it over too long a time period for it to be of much value. Determining how accurate your forecasts were for the year won’t really help you (though the numbers might be interesting to know). You need to know where you’re succeeding and where you’re failing to a very specific degree. Levin recommends tracking forecast accuracy by half-hour intervals, noting that this interval-level tracking can provide you with a much clearer view of how badly your contact center botched the forecast…or how well you succeeded.

Read Levin’s full blog post here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!