The Mechanics of Erlang – ASA Model
It’s time for another mathematical talk!! Couple of weeks back I had explained the mathematical formula of Erlang and how it works. But that was…
Category: Forecasting
Smoothing Spline – stop messing around and go smart on your time-series method
For those who are long time readers of the blog, you will remember reading some fantastic articles in 2013 by Ger Kool such as Erlang…
What the Heck is an FTE?
The following article is an edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE As a baby WFM’er I was having a…
Applying WFM to Outbound
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 – I…
Time-Series Forecasting
In his article “The FUTURE of WFM” (click here to read), Blair talked about how the Erlang formulas have been at the heart of determining…
Which waiting time measure to choose: GoS or ASA?
By Ger Koole Recently somebody posted the following question on the Dutch linkedin group “plannersforum”: what is better: steering at Average Speed to Answer (ASA)…
What is the best achievable forecast accuracy?
By Ger Koole The WFM cycle starts with workload forecasting. A good forecast is the first step in good WFM: if the forecast is accurate,…
Agent Workload Forecasts
I have previously talked about volume forecasting, and I think before I move on to other areas of workforce management such as Scheduling, Capacity planning…
Methods to Measure Forecast Error
The first rule of forecasting is that all forecasts are either wrong or lucky. However failing to learn from when your forecasting is wrong or…
Volume Demand Forecasting
The workforce planning forecasting process, like any planning process, is one-part art one-part science. It is an art because sometimes the accuracy of your forecast…