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  • 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, ...