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Fundamentals of Capacity Planning
access_time 2024-05-21T08:31:07.456Z face Vinay Vasudevan
Fundamentals of capacity planning When WFM professionals hear the word capacity planning, they automatically feel proud about their job. That is the power of Capacity Planning!! Many analysts aspire to become a capacity planner one day, because of the challenge, fun and satisfaction the planning ac...
Introduction to simple forecasting methods
access_time 2024-05-21T00:26:18.88Z face Vinay Vasudevan
Introduction to Simple Forecasting Methods This is a repost and the original link is here “Introduction to Simple Forecasting Methods” Forecasting is one of the most important aspects in business. We use the techniques to anticipate the future.In business, the forecasting is used to allocate the ma...
Top 5 workforce planning mistakes in a contact center
access_time 2024-05-21T00:17:29.495Z face Ritesh Parswani
Top 5 workforce planning mistakes in a contact center “Why are we not getting volumes according to our forecast?” “Why are we short staffed while making schedules, when we hired the right number of staff?” “Why are we consistently failing service level during certain intervals each week?” A lot of ...
TIPS FOR BETTER REAL TIME MANAGEMENT IN A CONTACT CENTER
access_time 1716163080000 face Ritesh Parswani
Tips for better Real Time Management in a contact center “Why did we fail service level when we planned for the right staff ?” Sounds familiar? I’m sure a lot of Workforce Management professionals working in contact centers have come across this question. So what went wrong when we made the best pl...
WFM Definitions
access_time 2024-04-06T12:09:13.129Z face Ritesh Parswani
WFM Definitions Contact Center Workforce Management Definitions Following are some of the WFM Process definitions: Workforce Management: Workforce Management is a set of processes that ensure right number of staff is hired, scheduled & available at the right times to meet transaction volume forecas...