What is more important historical data or forecast given by the client?
The importance of historical data and client-provided forecasts can vary depending on the context and the accuracy of both sources. Each has its unique space and utility in the workforce management planning for contact centers.
Historical data provides an overview of past customer behaviors, call volumes, arrival patterns, and other workload-related parameters. When correctly analyzed, this data can provide patterns and trends that can be projected into future periods.
On the other hand, client-provided forecasts can provide valuable insights about upcoming changes in volume due to marketing campaigns, product launches, seasonality, or other business-related issues not reflected in historical data.
Ultimately, a balanced approach is typically best. It’s generally wise to take both historical data and client-provided forecasts into account, then use professional judgment to make the final forecast. Modeling and simulation can then be applied to ensure the workforce plan robustly supports different possibilities.
So, neither historical data nor client forecasts can be said to be more significant than the other universally. They serve different purposes and should be viewed as complementary components of an effective workforce management plan.
It also depends on whether the client is willing to stand behind their forecast. Are they willing to pay for stranded labor if the forecast was too high or pay for OT if the forecast was too low?