How to Calculate FTE for Offline Queues?
In our Telegram Group, the most often asked question is “How to Calculate FTE for Offline Queue?” with certain TAT. Today, in this article, I’ll…
Author: Vinay
The impact on Email FTE Requirements following a change in Service Level Targets
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Live Contacts after the lines close – what to do….
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Contact Center Basic Forecasting Building Blocks
The basic building blocks of a systematic forecasting approach (Systematic: Components of the time series that have consistency or recurrence and can be described and…
WFM considerations when launching new customer support channels
The contact center has already evolved from the humble call center, as more channels of communication became commonplace. With the meteoric rise of Facebook Messenger,…
The Dreaded Camel Hump ????
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Hello workforce world! We…
Chat Forecasting: Concurrent AHT
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Let’s start you off…
Parallel Capacity Agents
This is re-post from Marlon Martinez – original post can be found here “Parallel Capacity Agents” Parallel capacity agents In a nutshell Parallel capacity agents can…
2020 What is WFMs role in the Contact Centers Future?
Workforce Management practice in its present guise has really only been around for the last 20-25 years, although you could theoretically date its roots back…
Reflections on demand management (Part 2)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL …