See the latest articles on Forecasting

Keep up to date with the latest best practice on Forecasting and managing Volatility.

With our focus on Volatility & Flexibility we are developing our best practice in this area with articles, case studies, research and training. Accurate forecasting and a clear understanding of what is driving the data has a vital role to play in customer contact operations. Whether estimating stock requirements, sales volumes or the number of contact centre agents, making sense of numbers is essential. There is no single ‘best way’ to produce a forecast and equally a good strategic forecast is more a basis for discussion about the risks and assumptions used in planning rather than just a number.

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Take a look at these articles, videos and links
ADT Awards Case Study 2013: Joined-up and quicker: the 24/7 customer hub
Asynchronous channels – alternative formula for long-term forecasting
Avios Awards Case Study 2013: The dedicated web centre gets customers engaged
Barclays Wealth Awards Case Study 2012: Global operations offer 24/7 opportunities
BT Field Awards Case Study 2013: Optimisation & planning for field engineers
Changing Gear: Rise to the customer challenge
Concentrix Awards Case Study 2013: A partnership of innovation and planning with CISCO
Contact centre forecasting
Customer Effort - the original Harvard Business Review article
Direct Line Group Awards Case Study 2012: Transforming planning through people
Forecasting - moving beyond averages
Forecasting: understand the components of your demand
Long-term Forecasting: Test your model for accuracy
Motability Operations Awards Case Study 2012: Insight and collaboration transform service
npower Awards Case Study 2012: Insight and support transform performance
Office Depot Awards Case Study 2012: Creating a seamless IT infrastructure
Putting People First
Thames Water Awards Case Study 2012: Transforming the contribution of planning
The Power of One
UCAS Award Case Study 2012: Transforming planning, real time and MI
When will you need to use ‘True Demand’?


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