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…
2019 WFM Spotlight Interview – Guillermo Edén Rangel López
I mentioned in my last blog (CLICK HERE TO READ), that my WFM career to date has introduced me to some truly creative, hardworking and intelligent…
Free Workforce Management Capacity Plan
As I wrote in a previous blog (CLICK HERE TO READ – My workforce planning journey – the early days), like many other workforce planning…
Smoothing Spline – stop messing around and go smart on your time-series method
For those who are long time readers of the blog, you will remember reading some fantastic articles in 2013 by Ger Kool such as Erlang…
The Schedule Triangle
Designing scheduling strategy is not a simple matter, there are many considerations to take into account and it’s often worth taking the time up front…
What the Heck is an FTE?
The following article is an edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE As a baby WFM’er I was having a…
Applying WFM to Outbound
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 – I…