How Automation ChatGPT boosts the Workforce Capacity Planning
Hey there, planning wizards! Are you ready to take your WFM game to the next level? If you’re anything like us at weWFM, you understand…
Category: Capacity planning
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…
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…
BCP Preparedness COVID19 Lessons Learned
Over the past 10 years I have often times been told by my teenage son to stop being a “Doomsdayer” (a person who predicts impending…
WFM On A Budget
Most blog posts and articles about WFM usually talk about an ideal world scenario, where WFM is assumed to be integral to the thinking of…
Back-Office WFM time to remove the data back-ache
To date, most companies have primarily deployed workforce management process and software solutions in the front-office, such as in a contact centre environment. In fact,…
The Mechanics of Erlang – GoS Model
Orginally posted by our esteemed Author Vinay Vasudevan (https://wfmanagement.blogspot.com/p/auth.html) on a different blog The Mechanics of Erlang – SL Model Buck up! It’s time for some mathematics.…
Absenteeism WFM Insights
The following article is a re-post (with permission) written by Corey Couger Sewpersad. You can find the original article and others on his linkedin page. Also check out a…