Introduction to Call Routing Techniques
Connecting customers to the agents as quickly as possible is the first most important requirement of a contact center. Connecting them to the right agent…
The impact on Email FTE Requirements following a change in Service Level Targets
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Live Contacts after the lines close – what to do….
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Artificial Intelligence-Driven Talent Acquisition
Executive Summery Introduction The challenges that are a nightmare for HR include engaging employees, sourcing the right employees and managing the high attrition rate. It…
The Forecaster’s Luck by Ger Koole
I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors,…
WFM Forecasting
This is a repost and the original link is here “Introduction to Simple Forecasting Methods” Forecasting is one of the most important aspects in business. We…
The Maths of Adherence
————————————————————————————————————————– Ger has been a wonderful contributor in the field of mathematics applied to contact centres, you can check out is other articles posted here in…
Introduction to Simple Forecasting Methods
Forecasting is one of the most important aspects in business. We use the techniques to anticipate the future. In business, the forecasting is used to…
Contact Center Basic Forecasting Building Blocks
The basic building blocks of a systematic forecasting approach (Systematic: Components of the time series that have consistency or recurrence and can be described and…
WFM considerations when launching new customer support channels
The contact center has already evolved from the humble call center, as more channels of communication became commonplace. With the meteoric rise of Facebook Messenger,…