Michael Lambarena

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WFM Strategy Operations Management Employee Engagement Forecasting Scheduling Spreadsheet Planning Intraday Management Agent Retention Automation Onboarding Reporting Workforce Management

Michael Lambarena

Annette Franz Brad Cleveland Carolyn Blunt Cayley Muir Charles Watson Chris Dealy Chris Rainsforth Craig Hunter Danielle Champion Darren Deehan Dhruv Mehta Graeme Gabriel Ikechukwu Nnabeze injixo Jenny Dempsey John Casey Joshua Heffner Juliet Rizek Lara Klinkenberg Maggie Klenke Manus Savage Marén Römisch Michael Lambarena Mike Aoki Ole Klinge Peter Massey Scott Zaleski Shane Corey Twan de Leijer Will Boswell

WFM system Integrations and why they matter

WFM Strategy

WFM system Integrations and why they matter

Michael Lambarena Mar 29, 2022 3 min read

How to Apply Erlang C in Call Center Planning with Excel

Spreadsheet Planning

How to Apply Erlang C in Call Center Planning with Excel

Michael Lambarena Aug 19, 2020 3 min read

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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel

How to Include Shrinkage in Your Planning Process

How to Include Shrinkage in Your Planning Process