Posts in category Workforce Management

Why call centers need Workforce Management technology

Charles Watson Workforce Management Jun 29, 2017 8 min read

When I started in Workforce Management (WFM) in the late 90’s, I was equipped with excel and an erlang calculator. I felt pretty cool. I could determine the headcount requirement for every interval. I just needed to gather the handle time, volume and service level target. I worked for a small company that had no funding for a Workforce Management tool. Measurements in contact centers were still pretty basic at that point,...

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How to measure schedule efficiency in a call center

Charles Watson Workforce Management Jun 21, 2017 8 min read

How do you know you’ve developed the right schedules?  It seems pretty simple.  You take the forecast, create schedules, graph the schedules against the staff requirement.  If the lines look close, you’re done!

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Excel (is) For Dummies

Charles Watson Workforce Management Jun 12, 2017 7 min read

Excel is for Dummies. I heard someone use that phrase a few years back, and it stuck with me. I know a lot of really smart people who use Excel for just about everything. It’s an incredibly versatile tool. It gets used for everything from making a simple grocery list to displaying analysis, to doing complex calculations that forecast using complex algorithms...

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How to manage growth for the business without growth in the contact centre – Part 1

Peter Massey Workforce Management May 30, 2017 6 min read

On a Monday night, if I’m in our local pub at about a quarter to eight, the world slowly goes dark as if the light has been sucked out of the room. Its not the death-eaters from Harry Potter, but it feels just like that. Then promptly at eight, the light returns as the tall masons, in their black suits, all take their pints next door.

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Managing and measuring a workforce management team

Cayley Muir Workforce Management May 22, 2017 4 min read

How do you measure the measurers? As contact centers leaders of workforce management and resource planning teams we know there is never a shortage of data at our fingertips. Most organizations are challenged when it comes to translating data into information and even more so when it comes to acting on that information.

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