Every contact center experiences unplanned events or short-term notifications, sometimes catastrophic. Join a FEMA forecasting professional who has handled disaster forecasting emergencies for nearly a decade. An accurate forecast increases the ability to support survivors or customers during a critical time—sometimes it’s a matter of life or death!

We can’t prevent unplanned (or short-notice) events from occurring; we can build forecasts to inform how we respond. This presentation will discuss the following

• Building forecasts to respond to unplanned events – especially when they are massive
• Determining which data is appropriate to use for different situations
• Handling events when there is little data available

This session will walk through examples of forecasting workload to respond quickly!