50 MORE Expert WFM Tips – PART B
Here is link to 50 WFM Tips Part A. 50 MORE Expert Tips to Improve Contact Centre WFM After Doug Casterton, a senior workforce management…
Author: Vinay
Back-Office WFM time to remove the data back-ache
To date, most companies have primarily deployed workforce management process and software solutions in the front-office, such as in a contact centre environment. In fact,…
Average Handle Time (AHT) – Metrics That Matter
Average handle time (AHT) is a metric for the total average duration of a single contact, including any customer hold time (if Chat or…
50 Expert Tips to Improve Contact Centre WFM – PART A
Here is link to 50 WFM Tips Part B. 50 Expert Tips to Improve Contact Centre WFM Doug Casterton, a Senior Workforce Management (WFM) Manager,…
The Mechanics of Erlang – GoS Model
Orginally posted by our esteemed Author Vinay Vasudevan (https://wfmanagement.blogspot.com/p/auth.html) on a different blog The Mechanics of Erlang – SL Model Buck up! It’s time for some mathematics.…
Absenteeism WFM Insights
The following article is a re-post (with permission) written by Corey Couger Sewpersad. You can find the original article and others on his linkedin page. Also check out a…
Should a WFM team communicate directly to agents?
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
How Mature is Your WFM?
The following article is a edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE Dan is a WFM consultant who works in customer…
In demand holiday periods how do you handle them?
It seems that these days we think and talk about the Xmas and New Year festive period earlier & earlier on in the year. For…