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…
Chat Forecasting: Concurrent AHT
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Let’s start you off…
Parallel Capacity Agents
This is re-post from Marlon Martinez – original post can be found here “Parallel Capacity Agents” Parallel capacity agents In a nutshell Parallel capacity agents can…
2020 What is WFMs role in the Contact Centers Future?
Workforce Management practice in its present guise has really only been around for the last 20-25 years, although you could theoretically date its roots back…
Reflections on demand management (Part 2)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL …
Reflections on demand management (Part 1)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL Sunday. …