Minimum FTE Requirement from Scheduling Perspective
In Contact centers, many times we would come across a situation where the volume is very minimal for some businesses and LOBs. But, these businesses…
Category: Scheduling
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…
The Challenges surrounding Flexibility by Prof. Dr. Ger Koole
Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls which…
Parallel Capacity Agents
This is re-post from Marlon Martinez – original post can be found here “Parallel Capacity Agents” Parallel capacity agents In a nutshell Parallel capacity agents can…
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…
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…
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 Schedule Triangle
Designing scheduling strategy is not a simple matter, there are many considerations to take into account and it’s often worth taking the time up front…