GWFM’s North America Leadership Roundtable
How to Calculate FTE for Offline Queues?
In our Telegram Group, the most often asked question is “How to Calculate FTE for Offline Queue?” with certain TAT. Today, in this article, I’ll…
Competencies for Virtual Training Facilitation:
Different call Routing Techniques
“AUTO SCALING” Feature in Work Force Management
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,…