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,…
WFM for Outbound Planning
There are many contact centers which have the majority of their business that depends on the Outbound Campaign. Especially when the contact center is involved in sales…
The Challenges surrounding Flexibility by Prof. Dr. Ger Koole
Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls which…
The Dreaded Camel Hump ????
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Hello workforce world! We…