Global WFM Chartered Body Says “No Great Workforce Management (WFM) Tools IT Industry So Far In The World, 20 Billion USD Opportunity Exist”
Risks & opportunities when blending chat with other channels
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in joining the…
If you can’t build it by hand dont pick up the power tool
The modern day Formula One racing driver understands, to a fairly decent level, the workings and mechanics of the car being driven. This does not…
BPO WFM – What is an RFP?
In the earlier blogs we spoke a lot about Revenue, Cost, Billing Models etc. While we were speaking, I had two questions which came to…
Cost and Revenue – How WFM affects it. Part – 3
This is the continuation of my previous blogs which are divided into three parts. For those who have missed Part 1 and Part 2, its…
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…
Cost and Revenue – How WFM affects it. Part – 2
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…