Global Companies set up Business Continuity Plans
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Author: globalwfm
Introduction to Call Routing Techniques
Connecting customers to the agents as quickly as possible is the first most important requirement of a contact center. Connecting them to the right agent…
Artificial Intelligence-Driven Talent Acquisition
Executive Summery Introduction The challenges that are a nightmare for HR include engaging employees, sourcing the right employees and managing the high attrition rate. It…
The Forecaster’s Luck by Ger Koole
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,…
WFM Forecasting
This is a repost and the original link is here “Introduction to Simple Forecasting Methods” Forecasting is one of the most important aspects in business. We…
The Maths of Adherence
————————————————————————————————————————– Ger has been a wonderful contributor in the field of mathematics applied to contact centres, you can check out is other articles posted here in…
Introduction to Simple Forecasting Methods
Forecasting is one of the most important aspects in business. We use the techniques to anticipate the future. In business, the forecasting is used to…
WFM for Outbound Planning
There are many contact centers which have the majority of their business that depends on the Outbound Campaign. Especially when the contact center is involved in sales…
The Challenges surrounding Flexibility by Prof. Dr. Ger Koole
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 which…
Best CEOs In The World For 2020: Most Influential Chief Executives
Unsurprisingly, JPMorgan CEO Jamie Dimon came first in the CEOWORLD magazine’s global ranking of the world’s best chief executives across all industries for 2020. Which…