Tag: forecasting
-
By 4PM I Know Exactly Where We’ll Close at 6PM
The End of Day Metrics told us what happened yesterday. I built a system that tells us where we’ll close at 6PM — by…
-
Two Numbers That Looked Close Enough to Share a Formula, Until I Checked
The forecasting tool projected two things off the same underlying curve: how many contacts to expect by end of day, and how many of…
-
The Number Was Wrong by 2x, and I Found It by Predicting the Wrong Number in Advance
The forecast had been “very inflated” for weeks. Nobody could say by how much, or why — just that the projected end-of-day numbers didn’t…
-
Two Forecasting Systems, and Only One of Them Was Real
The forecast was wrong, and everyone knew it was wrong, and nobody knew why. That’s the specific, uncomfortable place to start a debugging session…
-
How to Forecast End-of-Day Call Center Performance
End-of-day metrics tell you what happened yesterday. Here’s how to build a forecasting system that tells you where your floor will close — while…