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…
50 Expert Tips to Improve Contact Centre WFM – PART A
Here is link to 50 WFM Tips Part B. 50 Expert Tips to Improve Contact Centre WFM Doug Casterton, a Senior Workforce Management (WFM) Manager,…
The Mechanics of Erlang – GoS Model
Orginally posted by our esteemed Author Vinay Vasudevan (https://wfmanagement.blogspot.com/p/auth.html) on a different blog The Mechanics of Erlang – SL Model Buck up! It’s time for some mathematics.…
Absenteeism WFM Insights
The following article is a re-post (with permission) written by Corey Couger Sewpersad. You can find the original article and others on his linkedin page. Also check out a…
More FTE Maths