Fluctuation can be observed anywhere in the
universe. So the fluctuations that are part of the contact arrival patterns in
a contact center are certainly not an exceptional process. In this four-hour course,
we will solve the mystery of fluctuation by discussing different aspects of
You will learn the basic probability
theory, statistics relevant to WFM, including histogram, mean, median,
standard deviation, significance, some well-known distributions, and the
relation between scale and randomness. The main aim of this course is to help
you quantify variability, analyse the contact center data, and avoid certain pitfalls.
This course requires you to have operational
knowledge of Excel in a contact center.
The topics are explained without going into
This course is one of the seven courses in
the Forecasting Training, one of the seven courses in the Capacity Training and
one of the eight courses in the Intra-Day Training.