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…
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…
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…
More FTE Maths
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…