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Workforce Planning

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

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How to Calculate Customer Churn Rate – the Formula

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The Difference Between Measuring Repeat Contacts and First Contact Resolution

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Seasonal WFM – How to Prepare for Peaks and Troughs in Contact Volumes

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Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

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How to Calculate Call Centre Agent Utilisation – the Formula

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What Is Workforce Management (WFM) in BPO?

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10 Ways to Control Contact Centre Attrition

How to Avoid Schedule Dissatisfaction

Is 80/20 Still a Reasonable Service Level?

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

Preparing for the Unexpected: How to Create a Business Continuity Plan

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Absenteeism – with Formula

Beginner’s Guide to Workforce Management Software

How Far in Advance Should You Publish Your Contact Centre Shifts?

How to Forecast With Limited Data

The Fundamentals of Contact Centre Peak Management

Create a Contact Centre Orientation Plan to Reduce Attrition

5 Ways to Retain Advisors Using the Same Tools as Customer Retention

A Guide to Call Centre Forecasting

The Three Forecasting Timelines Used in Contact Centres

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How to Calculate Occupancy in the Contact Centre

Five Reasons to Use Workforce Management for Forecasting

How to Predict Call Abandon Rates Based on Service Level