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…
As I wrote in a past article Average Handle Time (AHT) – Metrics That Matter, there is no doubt about it, the good old Average…
Over the past 10 years I have often times been told by my teenage son to stop being a “Doomsdayer” (a person who predicts impending…
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…
Most blog posts and articles about WFM usually talk about an ideal world scenario, where WFM is assumed to be integral to the thinking of…
Do role definitions serve as guide-rails or become blinkers? How tight or constant should be the role definitions? How much flexibility is too much? These…
By Ritesh Parswani:- Co-Founder at WFM eLearning & Former Sr. Director WFM, Trascom Top 5 workforce planning mistakes in a contact center “Why are we not…
Praveen Kamath General Manager And HR Head Global Delivery And Enablement WIPRO The role of the HR professional is becoming increasingly complex and labor-intensive in…
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