Forecasting Methods Course

Next dates:

Who should attend?

  • Are you responsible for predicting demand into a customer contact centres (Front Office,  Back Office or electronic channels)
  • Do you have responsibility planning 3-24 months ahead in your business?
  • Do you already have experience in forecasting or budgeting?
Whether new to a long-term planning role or wanting to take time out and review how you produce your plans, this course is designed for planners, analysts or managers with good resourcing experience or previous foundation training. This course is for you if you want to see how others develop their forecasts and plans, discuss alternative approaches and common challenges, identify ways in which you can improve performance in your centre and gain increased confidence in how you budget and forecast.

What will we do?

This training workshop provides a thorough review of approaches to forecasting short and long term in a customer contact environment. In particular, we will look at :-

  • Methods to forecast for the next 3 - 24 months
  • Processes you need in place – inputs and outputs
  • Validating forecast parameters and responsibilities
  • Using forecasts effectively to make business decisions
  • Detailed analytical techniques – beyond averages
  • Longer term strategy and capacity planning
  • Management of the manpower budget

Summary of benefits

Delegates will be developed in:
  • Adding value by providing confidence from better forecasting
  • Creating analysis tools to support operational insight, commentary and decision making
  • Developing the role and contribution from the forecasting and analyst teams
  • Creating advanced, robust and credible forecast models

See the cost of this course, book your place using our online booking form, call 0333 123 5960 or email events@theforum.social

Further details of what you will learn and what you will take away from each session are detailed on the next page.

In association with:

More about the course

Professional Planning Forum courses follow a structure of personal objective setting, real life case study examples, individual and group exercises, PC models, and group discussions, culminating in specific individual action plans designed to deliver tangible benefits when back in the contact centre.

Further details of what you will learn and what you will take away from each session are detailed below.

  What you will learn What you will take away
Day 1 am What is Forecasting
Poisson Noise
What is a forecasters responsibilities?
What makes a good forecast?
Can we create the perfect forecast?
Day 1 pm Poisson Limits
Forecast Value Add
Build a Forecast
Accuracy II
Action Planning
What forecast is possible with our data spread?
Avoiding unnecessary complexity
Naïve Forecasting Exercise
RMS Accuracy (Forecast accuracy)
Day 2 am Time Series Data Table
Pure Time Series
Understanding the different approaches and inputs to our forecasts
Identifying volatile and smooth data in our inputs
Various time series methods (Profiles, Moving Averages and Exponential)
Day 2 pm Regression
Final Cut
Accuracy III
Appropriate Methods
Regression Analysis inputs
Bringing our results together and reviewing outputs
Absolute & PTA forecast accuracy measures
What worked, what didn't, how do you choose methods?

Return on investment

The projects and process reviews delivered by graduates have seen real benefits in a number of key areas, more than outweighing the initial investment in training and development.
Take a look at these articles, videos and links
Training and Qualifications for Back Office Planners


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2017 Winter Graduation

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