The Maths of Adherence
————————————————————————————————————————– Ger has been a wonderful contributor in the field of mathematics applied to contact centres, you can check out is other articles posted here in…
Category: RealTime
2020 What is WFMs role in the Contact Centers Future?
Workforce Management practice in its present guise has really only been around for the last 20-25 years, although you could theoretically date its roots back…
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 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…
The Importance of Real-Time Management to Workforce Management
1st World War German field marshal Helmuth von Moltke famously said “no battle plan survives contact with the enemy”. Likewise, “the best-laid workforce plan rarely…