Workforce Engagement Management

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  • 1.  Forecast

    Posted 12-16-2024 05:03

    Hello community,

    In order to obtain a more accurate adjustment of forecasts, for how long is it advisable to make manual corrections?

    Most of what I've read considers it bad data if you don't reach 95% compliance, for the AHT it's quite frankly a challenge, any suggestions that might help me?

    Thanks in advance


    #Forecasting

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: Forecast

    Posted 01-01-2025 12:51

    I am missing some crucial information.  What do you mean by how long for manual corrections?  Are you talking about changing the forecasts manually and how far out it is advisable to do so?  What forecasting method did you use?  Also, are you talking about 95% adherence, service level, abandonment, conformance, or what?  

    If you have a huge fluctuation of AHT across the board, considering implementing skills and having more skilled agents in particular areas handle those calls so they can get done more efficiently and consistently.  Also, I would suggest you try Predictive Routing on your queues which you can run tests without charge to see if the AI can better route calls to account for these AHT variations.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Forecast

    Posted 21 days ago

    Thank you, I will try to be more specific:

    Are you talking about changing the forecasts manually and how far out it is advisable to do so?  that's it

    What forecasting method did you use? Automatic Best Method Selection

    Also, are you talking about 95%? I am referring to the percentage of adjustment that the forecast has to adjust to the reality, there are days that I have more than 100 calls difference (the forecast is far away from the real inbound).

    Thanks in advance



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    ANA BELEN ALONSO VIDALES
    CTI
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