Posts by Michael Lambarena

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

WFM Strategy

Michael Lambarena Mar 29, 2022 3 min read

Spreadsheet Planning

Michael Lambarena Aug 19, 2020 3 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