Workforce Management Reference Guide

Workforce Management Reference Guide

The Workforce Management Reference Guide is a comprehensive collection of information on workforce management. It is a collaborative guide, using wiki based technology, supported by most of the key industry vendors.

Beginners

Workforce management case studies

• What is workforce management
• Beginners guide to work force management
• Workforce management best practices
• Workforce management case studies
• Workforce management applications
• Top Tips for Workforce Management Technology
• Common mistakes in WFM deployments - New!

General

• Workforce management FAQs
• The role of a planning team
• Workforce Management in Outbound Call Centres

Technology

• Use of Workforce management systems
• What to look for when buying workforce management technology
• What to look for when buying a workforce optimisation solution
• Getting the best out of workforce management software
• Workforce Management Satisfaction

The future of Workforce Management

• Next generation workforce optimisation
• Key issues driving next generation workforce optimisation
• Future forecasting models

Scheduling and Forecasting

• Workforce forecasting
• Staff scheduling
• Multi-channel scheduling
• Adherence and forecasting
• A beginner's guide to adherence management
• Forecasting and scheduling home based agents

Companies supporting the project

We would like to thank the following companies for supporting this project.

• GMT
• Sabio
• Verint
• Invision Software
• Business Systems
• ASC
• Interactive Intelligence
• ContactBabel
• Professional Planning Forum