Self-scheduling
Self-scheduling or shift bidding is not a new concept. In fact, it has been around since the 60s in various guises, especially in the healthcare…
Equity vs Equality Scheduling
A common mantra used by workforce planning professionals, to explain workforce planning’s primary outcome is; Workforce planning is about assigning the right number of employees…
Any holidays booked?
As we are approaching the end of the year, there many organisations who are actively looking at the Workforce Policies they have in place. A…
Time-Series Forecasting
In his article “The FUTURE of WFM” (click here to read), Blair talked about how the Erlang formulas have been at the heart of determining…
Capacity Planning Basics Part 2 of 2
The following article has been authored by Blair McGavin and is part 2 of a 2 part series. If you missed Capacity Planning Basics Part 1 of…
Capacity Planning Basics Part 1 of 2
The following article has been authored by Blair McGavin and is part 1 of a 2 part series. If you don’t know who Blair is then…
What is the FUTURE of WFM….? Or do we first need to go back and fix the PAST?
For the next post I am really pleased to have the pleasure of introducing a guest author; Blair McGavin. Blair is an absolute expert in his…
My workforce planning journey – the early days
Given the last post to this blog (nearly three years ago) was by Sean and his WFM Journey to that point, I thought I would relaunch this…
The WFM Journey
By Sean Coomer LinkedIn ProfileI entered the wonderful world of operational planning a number of years ago at a time when…
Grade of Service (GoS) as a Service Level Measurement
The phrase“Grade of Service” has been the grim reaper of the contact center industry for many years. Most discussions around them are hardly of a friendly…