Workforce Management (WFM) Best Practices
Doug Casterton
August 08, 2021
Reading Time: 3 minutes. One of the most exciting but challenging things about having a career in workforce management was that there was v...
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Showing posts with label General. Show all posts
Showing posts with label General. Show all posts
Sunday, 8 August 2021
Wednesday, 24 February 2021
How to Calculate FTE for Offline Queues?
Vinay Vasudevan
February 24, 2021
In our Telegram Group, the most often asked question is " How to Calculate FTE for Offline Queue? " with certain TAT. Join our T...
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Saturday, 18 July 2020
WFM considerations when launching new customer support channels
Doug Casterton
July 18, 2020
The contact center has already evolved from the humble call center, as more channels of communication became commonplace. With the meteoric...
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Sunday, 12 July 2020
WFM for Outbound Planning
Vinay Vasudevan
July 12, 2020
There are many contact centers which have the majority of their business that depends on the Outbound Campaign . Especially when the contac...
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Sunday, 21 June 2020
Chat Forecasting: Concurrent AHT
Doug Casterton
June 21, 2020
This is Re-Poste from Marlon Martinez - original post can be found here “How to plan for Web Chat in a call center 101" Let’s st...
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Saturday, 13 June 2020
Parallel Capacity Agents
Doug Casterton
June 13, 2020
This is re-post from Marlon Martinez - original post can be found here “Parallel Capacity Agents" Parallel capacity agents In a nu...
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Sunday, 7 June 2020
2020 What is WFMs role in the Contact Centers Future?
Doug Casterton
June 07, 2020
Workforce Management practice in its present guise has really only been around for the last 20-25 years, although you could theoretically da...
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