The six fundamentals of customer operations forecasting

In praise of real time teams

Using Python for contact centre planning – three application examples

How accurate forecasting can benefit your customer operation

The human element: how relationships drive better forecasting

Forecasting for Customer Operations using Python – how I got started

Are your service level targets inconsistent with each other?

Key factors influencing resource requirement within customer operations

Estimating resource requirement for customer operations – why it is crucial

Understanding the causes of service level failure

How a simple chart can help deliver optimum customer operations performance

Recommended Forecasting Books

How can an established complex forecasting model be outperformed by a simple one?

Do your colleague schedules meet the four objectives necessary for success?

How validation can boost the accuracy of your resource model

Achieving better forecasting accuracy through error measurement

How do you know if your forecasting is any good?