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…
Meeting customers tomorrow’s expectations today
We all know the Contact Centre is evolving, there are already multiple channels available for a customer to communicate; Telephony, Email, Paper, Live Chat, Social…
Routing inefficiency
By Ger Koole Last week we had an advanced WFM training in Amsterdam in which we discussed the various ways in which WFM can be…
Staffing chat sessions
By Ger Koole In this blog I would like to discuss staffing in other situations than inbound. The Erlang formulas are commonly used for single-skill…
Which waiting time measure to choose: GoS or ASA?
By Ger Koole Recently somebody posted the following question on the Dutch linkedin group “plannersforum”: what is better: steering at Average Speed to Answer (ASA)…
What is the best achievable forecast accuracy?
By Ger Koole The WFM cycle starts with workload forecasting. A good forecast is the first step in good WFM: if the forecast is accurate,…
Erlang X
In 1917 a Danish mathematician named Agner Krarup Erlang first published his Erlang C formula giving mathematical insight into the fields of traffic engineering and…