# GWFM > Global Work Force Management ## Posts - [Wipro launches Github Center of Excellence in Bengaluru to drive AI innovation at scale](https://staging.globalwfm.com/wipro-launches-github-center-of-excellence-in-bengaluru-to-drive-ai-innovation-at-scale/): Wipro Limited has officially launched its GitHub Center of Excellence (CoE) in Bengaluru under its ai360 initiative, aiming to empower developers with cutting-edge tools like… - [Artificial intelligence is dramatically changing business model: IT bosses](https://staging.globalwfm.com/artificial-intelligence-is-dramatically-changing-business-model-it-bosses/): The IT services industry’s business model looks set for a big transformation, with AI disrupting the linear relationship between revenue and employment. The acknowledgement of… - [India’s IT biz to grow 6% to $300bn in next FY](https://staging.globalwfm.com/indias-it-biz-to-grow-6-to-300bn-in-next-fy/): Mumbai: India’s technology sector is poised to reach a defining milestone, emerging as a $300 billion powerhouse during the 2025-26 financial year, growing 6% over… - [Shift to Social Media in Contact Centers: A New Era of Workforce Management](https://staging.globalwfm.com/shift-to-social-media-in-contact-centers-a-new-era-of-workforce-management/): If you support a contact center, you might have noticed a reduction in headcount across traditional channels like voice, chat, and email. But what does… - [The panel discussion -2 emphasizes on the Changing Landscape in 2024 - AI Adoption, How Workforce Management Drives Customer Experience, and Building Organizational Resilience](https://staging.globalwfm.com/the-panel-discussion-2-emphasizes-on-the-changing-landscape-in-2024-ai-adoption-how-workforce-management-drives-customer-experience-and-building-organizational-resilience/): International WFM Summit 2024 talked about the trending topics with global leaders Global Leaders were part of the panel discussion discussing the trending topic, i.e.… - [GWFM International Summit 2024: Roundtable Insights on Agility and the “Why” Behind Change](https://staging.globalwfm.com/gwfm-international-summit-2024-roundtable-insights-on-agility-and-the-why-behind-change/): The GWFM International Summit 2024, held in September 2024 in Bangalore, brought together global leaders, innovators, and workforce management experts to discuss the most pressing… - [CIOs view cost management as possible AI value killer](https://staging.globalwfm.com/cios-view-cost-management-as-possible-ai-value-killer/): CIOs feeling the pressure to deploy successful AI projects have a second concern: that they don’t have the money to pull it off. Ninety percent… - [6 Powerful People Practices For Leading Through Change](https://staging.globalwfm.com/6-powerful-people-practices-for-leading-through-change/): Across industries, organizations are in a relentless race to adapt, driven by economic shifts, cultural evolution, and technological breakthroughs. Yet amid these shifts, one vital… - [Speaking truth to power at work](https://staging.globalwfm.com/speaking-truth-to-power-at-work/): Are you able to constructively challenge your ‘superiors’ at work, or are you feeling subjugated in your role? Businesses thrive when they are made up… - [How the CTO of the General Bank of Canada remade the IT department from a service department to a strategic partner. Also, learn why she believes AI's primary influence in the enterprise will be on culture rather than technology.](https://staging.globalwfm.com/how-the-cto-of-the-general-bank-of-canada-remade-the-it-department-from-a-service-department-to-a-strategic-partner-also-learn-why-she-believes-ais-primary-influence-in-the-enterprise-will-be-on-c/): Until recently, technology was often seen as a mere expense rather than a catalyst for innovation and business growth. While this perception persists in many… - [4 unconventional leadership strategies from top CEOs](https://staging.globalwfm.com/4-unconventional-leadership-strategies-from-top-ceos/): They might be at the top of their game, but the survival rate for chief executive officers is low. Thirty percent of Fortune 500 CEOs… - [JPMorgan Chase CEO Jamie Dimon talks about the role of personal responsibility in work-life balance is going viral again.](https://staging.globalwfm.com/jpmorgan-chase-ceo-jamie-dimon-talks-about-the-role-of-personal-responsibility-in-work-life-balance-is-going-viral-again/): Dimon said that it is an individual’s responsibility to make time for his personal life, not the responsibility of his or her employers. “It’s your… - [Elon Musk’s “hilarious” job proposal to a former X employee](https://staging.globalwfm.com/elon-musks-hilarious-job-proposal-to-a-former-x-employee/): Elon Musk had once offered a job to a former Twitter executive who was let go by former CEO Parag Agrawal. Known for unconventional ways… - [10 projects top of mind for IT leaders today](https://staging.globalwfm.com/10-projects-top-of-mind-for-it-leaders-today/): From embracing AI to modernizing infrastructure, IT leaders are focusing more on key business differentiators, risk mitigation, emerging issues, and transforming IT to accelerate change.… - [Customizing the Employee Experience for a Diverse Global Workforce](https://staging.globalwfm.com/customizing-the-employee-experience-for-a-diverse-global-workforce/): In a globalised world, a one-size-fits- all employee experience won’t work. EX is not a one-time fix; it’s an ongoing journey of listening, adapting, and… - [When You Have to Make a Strategic Decision Without Much Data](https://staging.globalwfm.com/when-you-have-to-make-a-strategic-decision-without-much-data/): It’s hard to set a strategic direction in the midst of uncertainty. One persistent problem is that the data to justify a course of action… - [The World's Top 50 Largest Banks](https://staging.globalwfm.com/the-worlds-top-50-largest-banks/): Banks are often among the biggest companies in the world. In this graphic, we list the top 50 banks in the world by consolidated assets, based on… - [The Jobs Most Impacted by AI](https://staging.globalwfm.com/the-jobs-most-impacted-by-ai/): Large language models (LLMs) and other generative AI tools haven’t been around for very long, but they’re expected to have far-reaching impacts on the way… - [No WFH, no Hybrid, let’s get to WFO!](https://staging.globalwfm.com/no-wfh-no-hybrid-lets-get-to-wfo/): At the recently concluded Nasscom Technology and Leadership Forum summit in Mumbai, K Krithivasan, CEO & MD of TCS made it very clear that WFO… - [Uncertainty is inevitable in 2024; do not let it become the enemy of opportunity](https://staging.globalwfm.com/uncertainty-is-inevitable-in-2024-do-not-let-it-become-the-enemy-of-opportunity/): One of the themes in our Top Risks for 2024 is The Great Realignment, a dynamic that is laden with risk and opportunity. It is… - [10 Types of Innovation: The Art of Discovering a Breakthrough Product](https://staging.globalwfm.com/10-types-of-innovation-the-art-of-discovering-a-breakthrough-product/): The Art of Discovering Breakthrough Products As venture capitalist Peter Thiel once put it, “competition is for losers.” It’s inevitable that every company must be out… - [What Back-Office Managers Can Learn from Hockey](https://staging.globalwfm.com/what-back-office-managers-can-learn-from-hockey/): When you hear someone yell “Woo!” in my house that means hockey season is here, and the Boston Bruins just scored. Hockey is fast-paced and… - [How To Improve Contact Center Agent Retention](https://staging.globalwfm.com/how-to-improve-contact-center-agent-retention/): Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter… - [How to Learn Time Management skills with Google Bard](https://staging.globalwfm.com/how-to-learn-time-management-skills-with-google-bard/): In today’s fast-paced world, where responsibilities and commitments seem to multiply endlessly, effective time management has become an essential skill for success. Google Bard, a powerful AI-powered… - [Revolutionizing Workforce Dynamics: Navigating the Era of AI-Powered Management](https://staging.globalwfm.com/the-impact-of-artificial-intelligence-in-workforce-management/): Welcome to a profound exploration of the transformative influence of Artificial Intelligence (AI) on Workforce Management. In this discussion, we delve into how AI is… - [Unlocking digital transformation: Strategies for successful organizational transformation and resource management](https://staging.globalwfm.com/unlocking-digital-transformation-strategies-for-successful-organizational-transformation-and-resource-management/): In the rapidly evolving digital landscape, organizations must embrace digital transformation to maintain competitiveness and achieve success. This transformation revolves around leveraging digital tools and automation to… - [Employee workplace trends in 2024](https://staging.globalwfm.com/employee-workplace-trends-in-2024/): 2023 witnessed the corporate workplace undergo its third consecutive year of significant transformation, reshaping the future of work and the roles of internal communicators and… - [Employers budget less for pay raises, plan fewer promotions in 2024](https://staging.globalwfm.com/employers-budget-less-for-pay-raises-plan-fewer-promotions-in-2024/): While layoffs in the global tech industry continue unabated, employers in the US are planning to budget less for salary raises next year, according to… - [Leveraging people analytics to steer strategic workforce planning](https://staging.globalwfm.com/leveraging-people-analytics-to-steer-strategic-workforce-planning/): You can have all the greatest technology in the world, but if you don’t have the skills to back it up, your firm will fail.… - [List of Top 7 Countries With Highest GDP in 2023](https://staging.globalwfm.com/list-of-top-7-countries-with-highest-gdp-in-2023/): The gross domestic product (GDP) of a country is the total value of all goods and services produced within its borders in a given year.… - [Top Ways Tech Can Help With Cutting Contact Centre Costs](https://staging.globalwfm.com/top-ways-tech-can-help-with-cutting-contact-centre-costs/): Cutting costs is a great way to improve the bottom line, but if done incorrectly, it can have a detrimental impact on service levels and… - [Is There a Future of Work with AI?](https://staging.globalwfm.com/is-there-a-future-of-work-with-ai/): For the past several years, amid unprecedented rates of hybrid and remote work, the future of work has been a topic of intense conversation among… - [A recession will hit next year, hammering stock prices and home values, Wall Street veteran predicts](https://staging.globalwfm.com/a-recession-will-hit-next-year-hammering-stock-prices-and-home-values-wall-street-veteran-predicts/): A recession will strike the US economy next year, pummeling stocks and house prices, a Wall Street veteran has said. Harley Bassman, the managing partner… - [Largest ResultsCX Seasonal Ramp Exceeds 100% of AEP Clients’ Conversion Goals](https://staging.globalwfm.com/largest-resultscx-seasonal-ramp-exceeds-100-of-aep-clients-conversion-goals/): For Managed Medicare health plans, the Annual Enrollment Period (AEP) is vitally important. This window of time, when members choose and switch coverage, determines plans’… - [5 Types of Stories Leaders Need to Tell](https://staging.globalwfm.com/5-types-of-stories-leaders-need-to-tell/): The historian Doris Kearns Goodwin was once asked what questions she would put to Abraham Lincoln if given the chance. “I feel like a bad… - [Leadership In The Age Of AI: Collaborate With Your Competitors](https://staging.globalwfm.com/leadership-in-the-age-of-ai-collaborate-with-your-competitors/): Artificial intelligence (AI) is one the most powerful tools for business competitiveness and differentiation. Alongside the adoption and deployment of automation and machine learning models,… - [Innovation: Making Inspiration RoutineIt's not about brilliance. (Valuable new ideas are the product of hard work and smart, disciplined processes).](https://staging.globalwfm.com/innovation-making-inspiration-routineits-not-about-brilliance-valuable-new-ideas-are-the-product-of-hard-work-and-smart-disciplined-processes/): First, an observation about the Disney World analogy. P&G relies on innovation to drive growth; and, yes, it has developed a very effective arsenal of… - [Organizations today face ten significant shifts. Here’s what to do about them](https://staging.globalwfm.com/organizations-today-face-ten-significant-shifts-heres-what-to-do-about-them/): Business leaders around the world are currently addressing not only economic volatility, geopolitical instability, and the lingering effects of the COVID-19 pandemic but also a range… - [Minimum FTE Requirement from Scheduling Perspective](https://staging.globalwfm.com/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… - [How to retain new mothers in the workforce? India Inc bosses feel flexibility, supportive environment can make a difference](https://staging.globalwfm.com/how-to-retain-new-mothers-in-the-workforce-india-inc-bosses-feel-flexibility-supportive-environment-can-make-a-difference/): Many new mothers have been the victim of the motherhood penalty. Many feeling the three-year-long pandemic squeeze, mothers from around the world have been the… - [Your 7 Biggest Questions About ChatGPT, Answered](https://staging.globalwfm.com/your-7-biggest-questions-about-chatgpt-answered/): No. 1: What role will ChatGPT play in the enterprise? ChatGPT — and other foundation models like it — is one of many hyper automation… - [10 Secrets of Design Thinking](https://staging.globalwfm.com/10-secrets-of-design-thinking/): DESIGN THINKING Today a mountain of confusion exists in the marketplace around the subject of Design Thinking in part due to the often misleading repackaging… - [How to Speak Up in a Meeting, and When to Hold Back](https://staging.globalwfm.com/how-to-speak-up-in-a-meeting-and-when-to-hold-back/): I recently spent a month interviewing the group heads of a large financial services company in order to understand how their direct reports need to communicate… - [Data Visualization and Storytelling](https://staging.globalwfm.com/data-visualization-and-storytelling/): Today data has become an important asset for business decisions. Data can contain an enormous amount of potential value, but it may not create value… - [How Automation ChatGPT boosts the Workforce Capacity Planning](https://staging.globalwfm.com/how-automation-chatgpt-boosts-the-workforce-capacity-planning/): Hey there, planning wizards! Are you ready to take your WFM game to the next level? If you’re anything like us at weWFM, you understand… - [Relevance of ChatGPT for the WFM](https://staging.globalwfm.com/relevance-of-chatgpt-for-the-wfm/): What is ChatGPT? ChatGPT is an ‘Artificial Intelligence Chatbot’ developed by OpenAI, a research laboratory that conducts research in the field of ‘AI’. It uses OpenAI’s… - [Firstsource features in 2023 Bloomberg gender-equality index](https://staging.globalwfm.com/firstsource-features-in-2023-bloomberg-gender-equality-index/): This is the second consecutive year the company has been included in the index Mumbai, 8 February 2023 – Firstsource Solutions Limited (NSE: FSL, BSE:532809),… - [Why Capable People Are Reluctant to Lead](https://staging.globalwfm.com/why-capable-people-are-reluctant-to-lead/): “Resentment,” “competition,” and “blame”; “aggressive” and “pushy.” These are a sample of the words that respondents in our recent study associated with stepping up to lead. Although… - [Sreekanth Arimanithaya of EY GDS on the 'Great Divide' between culture & compensation](https://staging.globalwfm.com/sreekanth-arimanithaya-of-ey-gds-on-the-great-divide-between-culture-compensation/): Sreekanth Arimanithaya, Global Talent and Enablement Services Leader of EY GDS interacted with us for an episode of the People Matters Podcast to discuss the… - [How to achieve organisational success by ensuring that employee voices are heard and encouraged](https://staging.globalwfm.com/how-to-achieve-organisational-success-by-ensuring-that-employee-voices-are-heard-and-encouraged/): President and CEO of Hinduja Global Solutions (HGS) APAC Pushkar Misra is passionate about the value of cultivating a “family-like” atmosphere within the customer experience… - [Is pay raise the right way to retain talent?](https://staging.globalwfm.com/is-pay-raise-the-right-way-to-retain-talent/): These are certainly turbulent times. With the pandemic wreaking havoc on one side and other vagaries surfacing, it is indeed a time for reflecting and… - [Introduction to Time Series Forecasting](https://staging.globalwfm.com/introduction-to-time-series-forecasting/): Hello, Welcome All. In this article we will look at the different Models of Time Series forecasting which can be done for the data analysis.… - [Three Types of Exponential Smoothing](https://staging.globalwfm.com/types-of-exponential-smoothing/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Demands to increase wages in Philippines seen as untimely](https://staging.globalwfm.com/philippines-market/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Goldman Sachs leads U.S. banks in return to office](https://staging.globalwfm.com/goldman-sachs-us-bank-news/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Talent Shortage -Australia Offers Visa Rebates to Tech and Management Students to Plug-in Workforce Gaps](https://staging.globalwfm.com/talent-shortage-australia-gwfm-news/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [New Global WFM Leadership Announcement-  Nirav Shah ](https://staging.globalwfm.com/new-global-wfm-leadership-announcement/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [The Great Attrition: The power of adaptability](https://staging.globalwfm.com/the-great-attrition-the-power-of-adaptability/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [New Global WFM Leadership Announcement](https://staging.globalwfm.com/new-wfm-leadership-announcement/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Talent alone cannot solve the future of work](https://staging.globalwfm.com/talent-alone-cannot-solve-the-future-of-work/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Study says :79% of CEOs agree to continue their self-transformation as hybrid work continues](https://staging.globalwfm.com/study-says-79-of-ceos-agree-to-continue-their-self-transformation-as-hybrid-work-continues/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Profit and Loss Statement (P&L) basics for Contact Center Leaders (PART 2)](https://staging.globalwfm.com/profit-and-loss-statement-pl-basics-for-contact-center-leaders-part-2/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Skill as a Currency -Building Organization Assets and Future Readiness](https://staging.globalwfm.com/building-organization-assets-with-skills-as-a-currency/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [What is the New Horizons for Resource Planning](https://staging.globalwfm.com/what-is-new-horizons-for-resource-planning/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Utilization Rate in the Contact Center](https://staging.globalwfm.com/utilization-rate-in-the-contact-centerbetter-workforce-management-leads-to-greater-customer-satisfaction-heres-how-google-did-it-2/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Better workforce management leads to greater customer satisfaction. Here’s how Google did it](https://staging.globalwfm.com/better-workforce-management-leads-to-greater-customer-satisfaction-heres-how-google-did-it/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Women Leadership - Diversity of Womanhood](https://staging.globalwfm.com/women-leadership/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [CEO took huge pay cut during pandemic](https://staging.globalwfm.com/news/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Global Companies set up Business Continuity Plans](https://staging.globalwfm.com/global-companies-set-up-business-continuity-plans/): Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have been infected by the coronavirus — have increased. - [Schedule Inflexibility - Basic Introduction](https://staging.globalwfm.com/schedule-inflexibility-basic-introduction/): In Scheduling, the term Schedule Inflexibility or Schedule Inflex is used as a measure of efficiency of the scheduling process and it seems to be… - [GWFM’s North America Leadership Roundtable](https://staging.globalwfm.com/gwfms-north-america-leadership-roundtable/): “As the Pandemic disrupted life and business worldwide and brought the world to change its life and work styles, it also unified the workforce across… - [How to Calculate FTE for Offline Queues?](https://staging.globalwfm.com/calculate-fte-offline-queues/): In our Telegram Group, the most often asked question is “How to Calculate FTE for Offline Queue?” with certain TAT. Today, in this article, I’ll… - [Competencies for Virtual Training Facilitation:](https://staging.globalwfm.com/musings-on-ld-9-competencies-for-virtual-training-facilitation/): So now let’s talk about the 8 critical skills needed to be effective in the virtual classroom format:- Meticulous Planning  While any training program requires… - [Different call Routing Techniques](https://staging.globalwfm.com/different-call-routing-techniques/): Connecting customers to the agents as quickly as possible is the first most important requirements of a contact center. Connecting them to the right agent… - [“AUTO SCALING” Feature in Work Force Management](https://staging.globalwfm.com/auto-scaling-feature-in-work-force-management/): I asked my Professor, “Prof., can we adopt the “Auto Scaling” feature in Work Force Management”. He said, “Yes, why Not!” Well, this has been… - [Introduction to Call Routing Techniques](https://staging.globalwfm.com/introduction-to-call-routing-techniques/): Connecting customers to the agents as quickly as possible is the first most important requirement of a contact center. Connecting them to the right agent… - [The impact on Email FTE Requirements following a change in Service Level Targets](https://staging.globalwfm.com/the-impact-on-email-fte-requirements-following-a-change-in-service-level-targets/): Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in… - [Live Contacts after the lines close - what to do....](https://staging.globalwfm.com/live-contacts-after-the-lines-close-what-to-do/): Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in… - [Artificial Intelligence-Driven Talent Acquisition](https://staging.globalwfm.com/artificial-intelligence-driven-talent-acquisition/): Executive Summery Introduction The challenges that are a nightmare for HR include engaging employees, sourcing the right employees and managing the high attrition rate. It… - [The Forecaster’s Luck by Ger Koole](https://staging.globalwfm.com/the-forecasters-luck-by-ger-koole/):  I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors,… - [WFM Forecasting](https://staging.globalwfm.com/wfm-forecasting/): This is a repost and the original link is here “Introduction to Simple Forecasting Methods” Forecasting is one of the most important aspects in business. We… - [The Maths of Adherence](https://staging.globalwfm.com/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… - [Introduction to Simple Forecasting Methods](https://staging.globalwfm.com/introduction-to-simple-forecasting-methods/): Forecasting is one of the most important aspects in business. We use the techniques to anticipate the future. In business, the forecasting is used to… - [Contact Center Basic Forecasting Building Blocks](https://staging.globalwfm.com/contact-center-basic-forecasting-building-blocks/): The basic building blocks of a systematic forecasting approach (Systematic: Components of the time series that have consistency or recurrence and can be described and… - [WFM considerations when launching new customer support channels](https://staging.globalwfm.com/wfm-considerations-when-launching-new-customer-support-channels/): The contact center has already evolved from the humble call center, as more channels of communication became commonplace. With the meteoric rise of Facebook Messenger,… - [WFM for Outbound Planning](https://staging.globalwfm.com/wfm-for-outbound-planning/): There are many contact centers which have the majority of their business that depends on the Outbound Campaign. Especially when the contact center is involved in sales… - [The Challenges surrounding Flexibility by Prof. Dr. Ger Koole](https://staging.globalwfm.com/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… - [The Dreaded Camel Hump ????](https://staging.globalwfm.com/the-dreaded-camel-hump-%f0%9f%90%ab/): This is Re-Poste from Marlon Martinez  – original post can be found here “How to plan for Web Chat in a call center 101″   Hello workforce world! We… - [Chat Forecasting: Concurrent AHT](https://staging.globalwfm.com/chat-forecasting-concurrent-aht/): This is Re-Poste from Marlon Martinez  – original post can be found here “How to plan for Web Chat in a call center 101″   Let’s start you off… - [Parallel Capacity Agents](https://staging.globalwfm.com/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?](https://staging.globalwfm.com/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… - [Reflections on demand management (Part 2)](https://staging.globalwfm.com/reflections-on-demand-management-part-2/):   The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL  … - [Reflections on demand management (Part 1)](https://staging.globalwfm.com/reflections-on-demand-management-part-1/): The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL Sunday. … - [Best CEOs In The World For 2020: Most Influential Chief Executives](https://staging.globalwfm.com/the-constancy-of-role-definitions-2/): Unsurprisingly, JPMorgan CEO Jamie Dimon came first in the CEOWORLD magazine’s global ranking of the world’s best chief executives across all industries for 2020. Which… - [Forecasting & Planning for Facebook Messenger, Whatsapp, Telegram, Viber, WeChat, Line...](https://staging.globalwfm.com/forecasting-planning-for-facebook-messenger-whatsapp-telegram-viber-wechat-line/): Messaging is the most frequent digital activity that a person does, there is no contention. If you’ve ever messaged someone to ask if it’s a… - [Overview of Outbound Dialer](https://staging.globalwfm.com/overview-of-outbound-dialer/): In an outbound contact center, the most heard word is “Dialler“. In simple words, the dialler is a device which we use to make outbound… - [Measuring Customer Service Productivity](https://staging.globalwfm.com/measuring-customer-service-productivity/): Measuring productivity in the customer service sector can be a little tricky. 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