3 Ways to Improve Forecast Accuracy in Workforce Planning

1. Use Historical Data Trends Wisely

Accurate forecasting starts with analyzing past performance. Look beyond simple averages and consider seasonal fluctuations, peak periods, and event-driven spikes. By layering year-over-year patterns with real-time trends, leaders can create more resilient forecasts.

2. Apply Variance Tracking and Continuous Refinement

Forecasts should never be “set it and forget it.” Track variance between forecasted and actual volumes daily or weekly. By analyzing where and why gaps occur—whether due to marketing campaigns, policy changes, or external events—you can refine your models and improve accuracy over time.

3. Incorporate External Data and Business Intelligence

The best forecasts integrate more than just internal call data. Pull in external signals like new product launches, regulatory changes, or even weather patterns (which can impact healthcare utilization). Combining WFM data with BI tools such as Tableau or SQL-based analysis creates a more complete picture of future demand.

Final Thoughts

Improving forecast accuracy is a continual process. By using historical trends, refining models with variance analysis, and incorporating external data, organizations can build forecasts that better align resources with reality. The result? Lower costs, higher service levels, and more engaged teams.