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…
Author: globalwfm
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…
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…
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,…