WFManagement

Breaking

Tuesday, 29 September 2020

The impact on Email FTE Requirements following a change in Service Level Targets

Doug Casterton September 29, 2020

Below is an interesting extract taken from the WFManagement Telegram community group - if you have an interest in Workforce Management and...

Saturday, 26 September 2020

WFMTelegram

Live Contacts after the lines close - what to do....

Doug Casterton September 26, 2020

Below is an interesting extract taken from the WFManagement Telegram community group - if you have an interest in Workforce Management and...

Wednesday, 26 August 2020

Ger Koole

The Forecaster’s Luck by Ger Koole

CCmath August 26, 2020

I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors...

Monday, 3 August 2020

Scheduling

Sunday, 2 August 2020

Forecasting

Introduction to Simple Forecasting Methods in Excel

Vinay Vasudevan August 02, 2020

Forecasting is one of the most important aspects in business. We use the techniques to anticipate the future. In business, the forecasting i...

Sunday, 26 July 2020

Forecasting

Contact Center Basic Forecasting Building Blocks

Doug Casterton July 26, 2020

The basic building blocks of a systematic forecasting approach (Systematic: Components of the time series with consistency or recurrence ...

Saturday, 18 July 2020

General

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...

Sunday, 12 July 2020

Outbound

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...

Friday, 3 July 2020

Scheduling

The Challenges surrounding Flexibility by Prof. Dr. Ger Koole

CCmath July 03, 2020

Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls whi...

Monday, 29 June 2020

Tips

The Dreaded Camel Hump 🐫

Doug Casterton June 29, 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" Hello wo...

About this Blog

Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency.

In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.

Across the contact centre industry this process has a few different titles such as workforce planning (WFP), resource planning (RP), or workforce management (WFM) although this last is usually reserved for the software most frequently used by WFP analysts.

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Created By Doug Casterton