Five WFM Things you Have to Do by Hand
The following article is a re-post (with permission) written by Dan Rickwalder – you can find the original HERE Dan is a WFM consultant who works…
Category: General
Power up your workforce planning career with a strong professional network
Click to join the WhatsApp Group For the busy workforce planning professional, building a professional network is often the last consideration on the list. In…
The Power of One
I think the planning community is acutely aware of the ‘power of one’ upon a plan. However, it continually surprises me how many times an…
Multi-Skilling – Benefits and Drawbacks
In 1776 Adam Smith wrote: “The Greatest improvements in the productive powers of labour seem to have been the effects of the division of labour”.…
Any holidays booked?
As we are approaching the end of the year, there many organisations who are actively looking at the Workforce Policies they have in place. A…
What is the FUTURE of WFM….? Or do we first need to go back and fix the PAST?
For the next post I am really pleased to have the pleasure of introducing a guest author; Blair McGavin. Blair is an absolute expert in his…
My workforce planning journey – the early days
Given the last post to this blog (nearly three years ago) was by Sean and his WFM Journey to that point, I thought I would relaunch this…
The WFM Journey
By Sean Coomer LinkedIn ProfileI entered the wonderful world of operational planning a number of years ago at a time when…
Grade of Service (GoS) as a Service Level Measurement
The phrase“Grade of Service” has been the grim reaper of the contact center industry for many years. Most discussions around them are hardly of a friendly…
Meeting customers tomorrow’s expectations today
We all know the Contact Centre is evolving, there are already multiple channels available for a customer to communicate; Telephony, Email, Paper, Live Chat, Social…