How Mature is Your WFM?
The following article is a edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE Dan is a WFM consultant who works in customer…
In demand holiday periods how do you handle them?
It seems that these days we think and talk about the Xmas and New Year festive period earlier & earlier on in the year. For…
Occupancy – From a Revenue and Cost Perspective
My previous two blogs had a overwhelming response and I would like to thanks the readers for making it very memorable. Most of us in…
WFM People and process before technology
In my daily WFM Tip7 (http://bit.ly/2kyHqn8) I wrote People and process before technology. Technology is an enabler for quicker and more accurate plans, but true workforce planning…
The Mechanics of Erlang – ASA Model
It’s time for another mathematical talk!! Couple of weeks back I had explained the mathematical formula of Erlang and how it works. But that was…
What are the top 5 pitfalls of effective WFM and Intra-day management and how do you avoid them?
I was recently asked to present on this subject. This was actually one of the hardest questions I have ever been asked to answer, because…
2019 WFM Spotlight Interview – Sharmaine Dickson
With three great WFM spotlight interviews recently posted in this series, taking us from Mexico to Argentina to Estonia we now land in Canada. In…
Call Back Technology from the perspective of workforce management
I have deployed Call Back Technology in three organisations to date , and from a customer experience perspective there is no doubt customers would prefer…
2019 WFM Spotlight Interview – Marc Bainbridge
Following on from my spotlight interviews with Guillermo Edén Rangel López & Mariano Samamé last week, very interesting insights if you missed and worth a read (CLICK…
2019 WFM Spotlight Interview – Mariano Samamé
Following on from the fascinating spotlight interview with Guillermo (CLICK HERE for that interview), we are following the path down the Americas to the southern…