How will you do WFM Estimation and Forecasting

Question

Accepted Answer

WFM estimation and forecasting involves analyzing historical data, identifying trends, and using statistical models to predict future demand.

Collect and analyze historical data on call volume, handle time, and other relevant metrics
Identify trends and patterns in the data to inform forecasting models
Use statistical models such as regression analysis and time series analysis to predict future demand
Continuously monitor and adjust forecasts based on actual performance and changing business needs
Collaborate with operations and other stakeholders to ensure accurate forecasting and staffing levels

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