Posts by Twan de Leijer

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

Employee Engagement

Twan de Leijer Apr 14, 2020 7 min read

Employee Engagement

Twan de Leijer Mar 17, 2020 4 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