Posts by Joshua Heffner

Follow him on LinkedIn.

Filter by

Select a category

WFM Strategy Employee Engagement Forecasting Operations Management Scheduling Intraday Management Spreadsheet Planning

Scheduling

Joshua Heffner Sep 10, 2015 1 min read

Call Center Forecasting Methods Part 1: How to Forecast Workload

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Include Call Center Shrinkage in Your Planning Process