Earners of this badge will know how to accurately forecast contact volume and staff requirements for future date ranges. Factor in special dates in the calendar which impact your “business as usual” opening hours, expected contact volume, or AHT. Apply shrinkage to your Base Staff requirement to know your true Total Staff requirement. Forecast for single or multi-skill departments, multi-channel, and back-office.

• Type Certification
• Level Foundational
• Time Days
• Cost Paid