BCP Preparedness COVID19 Lessons Learned
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…
Reconnects influence on Contact Volume Forecasting
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…
Gig Economy Scheduling
WFM On A Budget
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…
The Constancy of Role Definitions
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…
Top 5 Workforce Planning Mistakes In a Contact Center
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…
National Conclave on Talent Acquisition
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…
Workforce Management WFM Trends in 2019
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…