Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 6774 6
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6013 5
Best Forecasting Method Anon 6th May '14 4961 6
Verint Impact 360 Manual Anon 6th May '16 2839 3
Acceptable Waiting Time? rikuslouw 22nd Jan '10 2778 14
Proactive Chat Staffing Calculation Anon 23rd Oct '14 2645 15
Accurate forecasting subfuze 18th Jul '12 1325 4
Backoffice FTE Caculation Anon 13th May '16 1303 6
Organising Work Force Management Teams mark 25th Nov '10 1146 5
Maintaining the roster Srikanth 14th Dec '11 1146 4
Shrinkage and Absenteeism Anon 18th Feb '16 1100 2
Call Centre Competition Anon 13th Nov '13 1042 2
Call Center Calculations Anon 28th Jan '14 923 2
FTE calculation for back office account Anon 24th Sep '14 848 4
Lost Calls Statistics tunner13 14th Aug '10 779 4
Shrinkage Calculation Anon 17th Jun '15 765 3
Team Meetings and Briefings Anon 20th Nov '13 761 4
Aspiring Workforce Analyst Anon 6th Aug '14 732 4
New to resource planning Anon 11th Dec '14 726 4
Types of inbound calls Anon 3rd Feb '15 675 4
Verint Impact 360 error messge Anon 10th Mar '16 634 3
Staff Calculation For Outbound Team Anon 19th Feb '15 575 3
required FTE calculation (non-voice) Anon 15th Nov '14 565 2
Resource Model Calculation Anon 9th Sep '15 558 4
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 554 3
Cisco/Calabrio WFM Issues Anon 10th Mar '16 527 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 523 8
Forecast Accuracy kerrieb85 28th Mar '11 520 2
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 517 3
Forecast Accuracy Targets Anon 6th May '14 512 6
Forecasting Abandoned Calls Anon 26th Jan '16 505 8
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 492 6
Blended Call Center FTE Anon 28th Feb '14 483 3
Actual staffed agents data Anon 30th Aug '14 482 2
Excel and VBA courses AndrewTh 12th Mar '15 480 3
Inbound w/Outbound Calls Anon 1st Jun '15 410 3
WFM Objectives Anon 28th Apr '16 407 4
Free Auto Scheduling Tools Anon 20th Aug '15 379 6
Call and AHT Profiling Anon 28th Oct '14 378 2
Penalising agents on adherence if they logon early NickyS 10th Nov '10 372 3
pattern by Month! arabei 24th Mar '12 371 4
Erlang Calculator Anon 16th Nov '15 371 2
agents needed Anon 24th Feb '16 371 4
Planning for Productivity Anon 27th Mar '14 370 3
24/7 Shift Rota tefkros 30th Sep '15 347 3
forecast vs actual Anon 21st Sep '15 339 5
Abandoned Calls Anon 11th Jun '14 333 3
Measuring RPH Anon 15th Dec '13 321 5
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 305 5
Planning Phone/Email team JamieP 28th Jan '15 300 5
Scheduling Team Managers mikeh 4th Jul '14 298 3
Desirable Factor in WFM Anon 8th May '14 297 2
Planning to High AHT dssmith 22nd Dec '14 295 3
forecasting accuracy Coops 15th Feb '13 289 8
Webchat forecasting Anon 4th Jun '15 278 5
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 269 6
Building A Resource Plan Anon 9th Dec '15 261 2
Forecasting Dilemna Anon 7th Apr '14 258 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 258 2
Software User Guides Anon 9th Jun '14 258 5
Genesys WFM Anon 21st Apr '16 228 2
Impact 360 Calendar in Outlook Anon 23rd Mar '15 227 3
Resource planning for email contacts Anon 24th Sep '14 225 2
Real Time Monitoring Tips Anon 6th Jul '15 225 3
Maintaining schedule fairness Anon 18th Sep '15 223 2
Blue Pumpkin What If Mode Anon 6th Nov '14 209 5
Volume forecasting to specific day Anon 30th Mar '16 188 3
Staffing Per Half Hour Anon 19th Feb '14 187 2
Predict Chat Volumes Anon 15th Oct '14 156 2
Forecasting mitesh 22nd Oct '10 155 19
Back office staffing calculation Anon 21st Oct '15 151 2
SLA Recovery plan Anon 1st Feb '15 150 5
Dynamic Schedules Anon 11th Nov '15 150 8
Real Time (Service Delivery) set up Anon 16th Sep '15 149 3
rosters query Anon 10th Sep '14 148 2
Calculating Available Hours based on different SLAs Anon 23rd Jan '15 148 2
Removing AHT Anon 30th Nov '14 112 2
Forecasting calls according to bad weather Anon 24th Sep '13 111 3
Erlang Anon 11th Jun '14 111 3
Monthly FTE Requirements for non Calls Anon 13th May '15 111 2
Confusion Around Shrinkage Anon 18th May '15 111 3
Adding shrinkage to workload FTE Anon 7th Mar '16 86 2
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 84 4
Improving Customer Service Skills Abbie 7th Oct '16 81 2
Agent Initiated Breaks PJack 20th Jun '17 81 3
handling multiple inbound campaigns Anon 17th Dec '14 79 2
Holiday Thresholds Michelle 17th Jun '17 78 2
Staff Requirement in Outbound Call Centreenvironment Anon 15th Jul '15 75 2
Generating a new business call profile for use with Erlang Anon 18th Jul '15 75 3
What is Social Listening? Amy 17th May '16 72 4
script for mortgage Rizwan 14th Nov '16 72 2
Call Center Headcount Ratios Zachary 30th May '17 70 4
Do I need to give my Last Name? Torri 3rd Oct '16 65 2
New to Workforce Management - Need Help Daniel 6th Jun '17 64 3
Evaluating and Coaching Call Quality anthony 13th Nov '16 62 3
Called by my First Name Clara Bloom 29th Dec '16 61 3
Is there any free dialer software that I can use for my call center? Arindam Mondal 17th Jan '17 51 2
Managing Your Emotions with Aggressive Customers Simon 3rd Mar '17 49 3
Tips for Generating Appointments sangeetha 8th Jun '16 46 2
Forecasting: Time Series and CMA mikeh 30th Sep '15 42 3
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