Will Boswell

Posts by Will Boswell

For more than 20 years Will has been working in Contact Centres and for 15 years has led, structured and nurtured teams in the Planning, WFM and MI/Insights domain. Working for some of the UK’s biggest blue chips as well as a few progressive smaller companies he has built a wealth of experience delivering great people, customer and commercial wins. Follow Will on LinkedIn.

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Seven steps to successfully change your Workforce Management solution
WFM Strategy

Seven steps to successfully change your Workforce Management solution

Will Boswell 6 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
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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