Workforce Planning

A collection of articles about Workforce Planning in the call centre.

A picture of the WFM concept with wooden blocks

162,046

Workforce Management Guide

141,565

A Guide to Call Centre Forecasting

55,168

The Latest Techniques for Call Centre Forecasting

Workforce Managements featured image

216,125

What Is Workforce Management (WFM)?

85,810

What Is the Difference Between Occupancy and Utilisation?

Concept of Schedule Adherence

89,521

How do I Calculate… Schedule Adherence?

How to calculate occupancy featured image

221,960

How to Calculate Occupancy

The Shrinkage Formula Article Image

431,056

How to Calculate Contact Centre Shrinkage

33,043

What Are the Contact Centre Service Level Standards?

24,261

Resource Planning: What You Need to Know

Woman using a calculator, making calculations and checking business statistics

25,728

How to Calculate Utilisation

59,244

What Is After Call Work (ACW) and How Can It Be Improved?

The Forecast Accuracy Formula

143,594

How to Calculate Forecast Accuracy

25,273

8 Ways to Improve Schedule Adherence

33,066

How to Calculate Absenteeism – including the Formula

43,791

The Power of One

44,060

A Beginner’s Guide to Adherence Management

227,929

46 Tips for Managing Absence

How to Calculate Attrition Rate Featured Image

220,392

How to Calculate Attrition Rate – The Formula

27,717

How to Forecast With Limited Data

A picture of the word "rules" on a red background

10,010

Workforce Planning: 20 Fundamental Rules

52,331

16 Ways to Convince Agents to Work Overtime

46,057

Workforce Management Scheduling

A picture of someone trying to catch clocks (schedule adherence concept)

6,093

How to Manage and Improve Schedule Adherence

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