- Excel for WFM
From basic function to macro and solver
- Forecast Overview
Non-technical overview with general forecasting concepts and goals
- Theory of Variability
A data-oriented introduction into the theory of variability and distributions
- Call Arrival Processes
An introduction into the theory of call arrivals and their fluctuations
- Customer Behavior
Handling times, abandonments, redials...
- Forecasting Objectives
Measuring the accuracy of a forecast. Ways to define forecasting volume.
- Trend Methods
Linear regression, exponential smoothing, non-linear trends, ...