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Topic outline

  • General Information

    Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.

    At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course!


    • 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

      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.
      Before you move on to the next course, please give us feedback on this course!