Average Handle Time (AHT) – Metrics That Matter
Average handle time (AHT) is a metric for the total average duration of a single contact, including any customer hold time (if Chat or…
Category: General
Cost and Revenue – How WFM affects it. Part – 2
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…
50 Expert Tips to Improve Contact Centre WFM – PART A
Here is link to 50 WFM Tips Part B. 50 Expert Tips to Improve Contact Centre WFM Doug Casterton, a Senior Workforce Management (WFM) Manager,…
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…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment Part II
In Part I of my blog on this subject (https://wfmanagement.blogspot.com/2019/10/wfm-teamdepartment-leadership-proactive.html) I spoke about the initial steps that can be taken by a Workforce Management Leader…
Should a WFM team communicate directly to agents?
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
Cost and Revenue – How WFM affects it. Part – 1
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment (Part I)
In any industry where workforce management principles are applied via a WFM Team/Dept. there is a recognizable difference in the: outputs, turnaround times, and quality…
How Mature is Your WFM?
The following article is a edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE Dan is a WFM consultant who works in customer…