Tips for effective WFM presentations
Today I had a very interesting conversation with Carlos, Customer Care Manager at the company, interesting above all because it has been repeated several times…
Category: General
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
I had the pleasure of speaking to callcentrehelper.com about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre…
When Average Handle Times (AHT’s) can be misleading
As I wrote in a past article Average Handle Time (AHT) – Metrics That Matter, there is no doubt about it, the good old Average…
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…
Risks & opportunities when blending chat with other channels
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in joining the…
If you can’t build it by hand dont pick up the power tool
The modern day Formula One racing driver understands, to a fairly decent level, the workings and mechanics of the car being driven. This does not…
Cost and Revenue – How WFM affects it. Part – 3
This is the continuation of my previous blogs which are divided into three parts. For those who have missed Part 1 and Part 2, its…
50 MORE Expert WFM Tips – PART B
Here is link to 50 WFM Tips Part A. 50 MORE Expert Tips to Improve Contact Centre WFM After Doug Casterton, a senior workforce management…
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,…