Topic outline

• General Information

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• Introduction
  This topic covers a definition of forecasting and the role of the forecasting process in a customer contact center (CCC).

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    Introduction video Page

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    Introduction quiz

• What do we forecast?
  This topic covers describes the items that are usually forecasted in a CCC, and the aspects time horizon, forecast interval and forecasted detail level.

  Not available unless: The activity Introduction quiz is marked complete

• Why is forecasting difficult?
  This topic covers the influence of variability on the forecasting process.

  Not available unless: The activity Quiz is marked complete

• How do we forecast?
  In this topic some forecasting methods are introduced.

  Not available unless: The activity Difficulties quiz is marked complete

• A practical approach
  This topic covers the selection and testing of a forecasting model.

  Not available unless: The activity Methods quiz is marked complete

• Forecasting accuracy
  This topic is about how to deal with forecasting errors and setting forecasting accuracy targets.

  Not available unless: The activity Practical Approach quiz is marked complete

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  To obtain this Certificate of Completion you must score 60% or higher on every quiz. The final assignment must be 80% or higher. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
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