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…
Author: Vinay
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…
Agent Workload Forecasts
I have previously talked about volume forecasting, and I think before I move on to other areas of workforce management such as Scheduling, Capacity planning…
Methods to Measure Forecast Error
The first rule of forecasting is that all forecasts are either wrong or lucky. However failing to learn from when your forecasting is wrong or…