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Topic outline

  • Learning Goals

    This module describes in a non-technical manner, and from a ccc perspective, what forecasting is and how it is done. After completing this module you have acquired a clear understanding about the forecaster’s challenges, how to deal with them and what the limitations are regarding forecasting accuracy.


    • Introduction

      This topic covers a definition of forecasting and the role of the forecasting process in a customer contact center (CCC).
    • What do we forecast?

      Restricted Not available unless: The activity Introduction quiz is marked complete
      This topic covers describes the items that are usually forecasted in a CCC, and the aspects time horizon, forecast interval and forecasted detail level.
    • Why is forecasting difficult?

      Restricted Not available unless: The activity Quiz is marked complete
      This topic covers the influence of variability on the forecasting process.
    • How do we forecast?

      Restricted Not available unless: The activity Difficulties quiz is marked complete
      In this topic some forecasting methods are introduced.
    • A practical approach

      Restricted Not available unless: The activity Methods quiz is marked complete
      This topic covers the selection and testing of a forecasting model.
    • Forecasting accuracy

      Restricted Not available unless: The activity Practical Approach quiz is marked complete
      This topic is about how to deal with forecasting errors and setting forecasting accuracy targets.
    • Feedback and Certificate

      Before you move on to the next course, we would like to hear your feedback on this one.

      To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.