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Intraday management wfm empirical studies in a call center industry
access_time 2024-06-07T11:42:26.416Z face Christian Gonzales Evora
Intraday management wfm empirical studies in a call center industry Intraday is one of the 7 key deliverables of workforce management (WFM). This one focus in ensuring that the planning situation will be realized (Forecast achievement, Service Level, Occupancy, Utilization etc.) in which is happenin...
Is there room for better absenteeism insights
access_time 2024-06-07T11:26:50.592Z face Corey Sewpersad
Is there room for better absenteeism insights Ever asked for an Absenteeism Trend report from the WFM team and got view of average absenteeism per day, using a line chart on excel, pointing out which day of the week had the highest absenteeism? How useful has that been to you, other than just the “o...
Can WFM be a role model to Ops?
access_time 2024-06-07T11:20:37.542Z face Corey Sewpersad
Can WFM be a role model to Ops? Getting the most out of your contact centre is not often an easy task, considering that the deciding factor on whether or not your plan is executed effectively is very dependant on people. It therefore becomes a major and sensitive task to get people to follow the pla...
Here's why your sales contact centre needs wfm analytics
access_time 2024-06-07T11:15:30.782Z face Corey Sewpersad
Here's why your sales contact centre needs WFM analytics Following from my last article, “Applying WFM in Outbound Contact Centres”, lets take a look the possible financial gains in your business by implementing and applying WFM Analytics. Based on a Cold Calling environment, I conducted an analysis...
Applying WFM in outbound contact centres sharing myexperience
access_time 2024-06-07T11:06:45.034Z face Corey Sewpersad
Applying WFM in outbound contact centres sharing myexperience Many articles and case studies are published about the benefits of a sound Workforce Management solution in all contact center types, including outbound contact centers and with the improvements in technology and the shift from ‘calls’ to...