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
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment Part II
In Part I of my blog on this subject (https://wfmanagement.blogspot.com/2019/10/wfm-teamdepartment-leadership-proactive.html) I spoke about the initial steps that can be taken by a Workforce Management Leader…
Should a WFM team communicate directly to agents?
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Cost and Revenue – How WFM affects it. Part – 1
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…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment (Part I)
In any industry where workforce management principles are applied via a WFM Team/Dept. there is a recognizable difference in the: outputs, turnaround times, and quality…
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…