Reflections on demand management (Part 1)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL Sunday. …
Author: Vinay
Forecasting & Planning for Facebook Messenger, Whatsapp, Telegram, Viber, WeChat, Line…
Messaging is the most frequent digital activity that a person does, there is no contention. If you’ve ever messaged someone to ask if it’s a…
Measuring Customer Service Productivity
Measuring productivity in the customer service sector can be a little tricky. Unlike the manufacturing sector, in which employee productivity can be measured by the…
Tips for effective WFM presentations
Today I had a very interesting conversation with Carlos, Customer Care Manager at the company, interesting above all because it has been repeated several times…
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
I had the pleasure of speaking to callcentrehelper.com about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre…
When Average Handle Times (AHT’s) can be misleading
As I wrote in a past article Average Handle Time (AHT) – Metrics That Matter, there is no doubt about it, the good old Average…
Reconnects influence on Contact Volume Forecasting
It is often thought that Demand forecasting is an activity that can be undertaken separately from capacity planning and the influence this will have on…
Risks & opportunities when blending chat with other channels
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in joining the…
If you can’t build it by hand dont pick up the power tool
The modern day Formula One racing driver understands, to a fairly decent level, the workings and mechanics of the car being driven. This does not…
Forecasting Accuracy Targets
A question I get asked a lot is what does ‘good’ look like when it comes to forecasting accuracy and how does this benchmark against…