What the Heck is an FTE?
The following article is an edited re-post (with permission) written by Dan Rickwalder – you can find the original HERE As a baby WFM’er I was having a…
Category: Scheduling
Applying WFM to Outbound
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 – I…
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”.…
Self-scheduling
Self-scheduling or shift bidding is not a new concept. In fact, it has been around since the 60s in various guises, especially in the healthcare…
Equity vs Equality Scheduling
A common mantra used by workforce planning professionals, to explain workforce planning’s primary outcome is; Workforce planning is about assigning the right number of employees…
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…
Team scheduling or Individual Agent Scheduling? What works best?
Workforce Planning for contact centres, and especially scheduling is all about trade-offs. Every contact centre wants to reduce its bottom line, increase its productivity and…