Any holidays booked?
As we are approaching the end of the year, there many organisations who are actively looking at the Workforce Policies they have in place. A…
Author: Vinay
Time-Series Forecasting
In his article “The FUTURE of WFM” (click here to read), Blair talked about how the Erlang formulas have been at the heart of determining…
Capacity Planning Basics Part 2 of 2
The following article has been authored by Blair McGavin and is part 2 of a 2 part series. If you missed Capacity Planning Basics Part 1 of…
Capacity Planning Basics Part 1 of 2
The following article has been authored by Blair McGavin and is part 1 of a 2 part series. If you don’t know who Blair is then…
What is the FUTURE of WFM….? Or do we first need to go back and fix the PAST?
For the next post I am really pleased to have the pleasure of introducing a guest author; Blair McGavin. Blair is an absolute expert in his…
My workforce planning journey – the early days
Given the last post to this blog (nearly three years ago) was by Sean and his WFM Journey to that point, I thought I would relaunch this…
Meeting customers tomorrow’s expectations today
We all know the Contact Centre is evolving, there are already multiple channels available for a customer to communicate; Telephony, Email, Paper, Live Chat, Social…
Erlang X
In 1917 a Danish mathematician named Agner Krarup Erlang first published his Erlang C formula giving mathematical insight into the fields of traffic engineering and…
The Importance of Real-Time Management to Workforce Management
1st World War German field marshal Helmuth von Moltke famously said “no battle plan survives contact with the enemy”. Likewise, “the best-laid workforce plan rarely…
Team scheduling or Individual Agent Scheduling? What works best?
Workforce Planning for contact centres, and especially scheduling is all about trade-offs. Every contact centre wants to reduce its bottom line, increase its productivity and…