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…
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…