BPO WFM – What is an RFP?
In the earlier blogs we spoke a lot about Revenue, Cost, Billing Models etc. While we were speaking, I had two questions which came to…
Author: globalwfm
Cost and Revenue – How WFM affects it. Part – 3
This is the continuation of my previous blogs which are divided into three parts. For those who have missed Part 1 and Part 2, its…
Cost and Revenue – How WFM affects it. Part – 2
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment Part II
In Part I of my blog on this subject (https://wfmanagement.blogspot.com/2019/10/wfm-teamdepartment-leadership-proactive.html) I spoke about the initial steps that can be taken by a Workforce Management Leader…
Cost and Revenue – How WFM affects it. Part – 1
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment (Part I)
In any industry where workforce management principles are applied via a WFM Team/Dept. there is a recognizable difference in the: outputs, turnaround times, and quality…
Occupancy – From a Revenue and Cost Perspective
My previous two blogs had a overwhelming response and I would like to thanks the readers for making it very memorable. Most of us in…
The Mechanics of Erlang – ASA Model
It’s time for another mathematical talk!! Couple of weeks back I had explained the mathematical formula of Erlang and how it works. But that was…
The WFM Journey
By Sean Coomer LinkedIn ProfileI entered the wonderful world of operational planning a number of years ago at a time when…
Grade of Service (GoS) as a Service Level Measurement
The phrase“Grade of Service” has been the grim reaper of the contact center industry for many years. Most discussions around them are hardly of a friendly…