Opleiding: WFM Forecasting Training (5-daags)

Strengthen your expertise with our Forecasting Training for Workforce Management (WFM) professionals. The programme supports both developing and experienced forecasters, from solid fundamentals through to advanced techniques.

You can follow the three-day training on its own or extend it with two additional days at the expert level. The first three days form the shared foundation for both tracks.

The training is led by Ger Koole PhD, Giuseppe Catanese, and Elena Garlati and combines theory, practical exercises, and real-world contact center cases.

Program Overview

The training consists of a three-day Practitioners level and an optional two-day Expert level extension.

Days 1 to 3 (Practitioners level)

Participants build and apply core forecasting skills:

• Overview of forecasting methods
• Measuring forecasting errors
• Arrival processes and variability
• Erlang C and X models
• Basic forecast techniques and deviations
• Forecasting with linear regression
• Intra-day, intra-week, and intra-year seasonality

After these three days, participants can interpret, evaluate, and create forecasts for a simple contact center environment.

Days 4 and 5 (Expert level)

These two days focus on advanced forecasting methods and deeper analysis:

• Holt-Winters and other smoothing methods
• Supervised machine learning and AI methods
• Advanced intraday pattern calculations
• Ratio forecasting
• Outliers and event analysis, and prediction

After completing all five days, participants can analyse complex forecasting challenges and apply advanced models in practice.

Training Days and Fees

Option 2: Practitioners plus Experts level
€3,750 excl. VAT

• February 3, 2026
• February 10, 2026
• February 17, 2026
• February 24, 2026
• March 3, 2026

"Following the Forecasting for Experts Training was an enlightening experience. The lecturers are very experienced, and the quality of the training materials was superb. As an advanced beginner, the training gave me clear insights into the theoretical forecasting approach, which made the five-day training worthwhile."
Michiel Broers, WFM Capacity Manager at Webhelp

Registration

This training is delivered online via Google Meet. If you would prefer the training to take place on location, this may be arranged on request. Please contact us to discuss the available options.

We invite you to join this comprehensive training programme and enhance your forecasting expertise. Feel free to reach out if you would like further details. We look forward to supporting your professional development in WFM.