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Workforce Planning

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

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

Workforce Managements featured image

What Is Workforce Management (WFM) in BPO?

The Top Call Centre Forecasting Models

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

A picture of the WFM concept with wooden blocks

Workforce Management Guide

What Is the Difference Between Occupancy and Utilisation?

A Guide to Call Centre Forecasting

How to Calculate Absenteeism – with Formula

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

One big idea versus many small ideas with light bulbs

The Power of One

Tracking absence concept with absenteeism folder and graphs

The Best Ways to Track Absence in the Contact Centre

How to Forecast With Limited Data

10 Ways Resource Planners Can Make Their Voices Heard

Capacity planning concept with chess piece and icons

Top Tips for Capacity Planning to Meet Customer Demand

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

What Are the Contact Centre Service Level Standards?

How is Average Handling Time (AHT) Distributed? It is Not How you Think!

46 Tips for Managing Absence

Person looking at plan with clock, graph line and calculator

A Beginner’s Guide to Managing an Intraday Plan

Top 20 Ways to Reduce Attrition Rates in Your Contact Centre

Quick Wins to Get the Most out of Your WFM - choosing the shortest path

Quick Wins to Get the Most Out of Your WFM System