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…
Author: globalwfm
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…
Overview of Outbound Dialer
In an outbound contact center, the most heard word is “Dialler“. In simple words, the dialler is a device which we use to make outbound…
BCP Preparedness COVID19 Lessons Learned
Over the past 10 years I have often times been told by my teenage son to stop being a “Doomsdayer” (a person who predicts impending…
WFM On A Budget
Most blog posts and articles about WFM usually talk about an ideal world scenario, where WFM is assumed to be integral to the thinking of…
The Constancy of Role Definitions
Do role definitions serve as guide-rails or become blinkers? How tight or constant should be the role definitions? How much flexibility is too much? These…