Routing inefficiency
By Ger Koole Last week we had an advanced WFM training in Amsterdam in which we discussed the various ways in which WFM can be…
Author: globalwfm
Staffing chat sessions
By Ger Koole In this blog I would like to discuss staffing in other situations than inbound. The Erlang formulas are commonly used for single-skill…
Which waiting time measure to choose: GoS or ASA?
By Ger Koole Recently somebody posted the following question on the Dutch linkedin group “plannersforum”: what is better: steering at Average Speed to Answer (ASA)…
What is the best achievable forecast accuracy?
By Ger Koole The WFM cycle starts with workload forecasting. A good forecast is the first step in good WFM: if the forecast is accurate,…
