Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 8232 7
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6229 5
Best Forecasting Method Anon 6th May '14 5581 6
Acceptable Waiting Time? rikuslouw 22nd Jan '10 4978 14
Verint Impact 360 Manual Anon 6th May '16 3727 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 2885 15
Backoffice FTE Caculation Anon 13th May '16 1684 6
Shrinkage and Absenteeism Anon 18th Feb '16 1450 2
Accurate forecasting subfuze 18th Jul '12 1344 4
Forecast Average Speed of Answer V 1st Sep '17 1263 4
Shrinkage Calculation Anon 17th Jun '15 1195 3
Maintaining the roster Srikanth 14th Dec '11 1162 4
Organising Work Force Management Teams mark 25th Nov '10 1153 5
Call Centre Competition Anon 13th Nov '13 1094 2
Per Interval Reporting BI 4th Sep '17 978 2
Forecast Accuracy Targets Anon 6th May '14 970 4
FTE calculation for back office account Anon 24th Sep '14 943 4
Call Center Calculations Anon 28th Jan '14 942 2
Aspiring Workforce Analyst Anon 6th Aug '14 883 4
Team Meetings and Briefings Anon 20th Nov '13 844 4
New to resource planning Anon 11th Dec '14 831 4
Types of inbound calls Anon 3rd Feb '15 831 4
Verint Impact 360 error messge Anon 10th Mar '16 821 3
Lost Calls Statistics tunner13 14th Aug '10 791 4
required FTE calculation (non-voice) Anon 15th Nov '14 781 2
Staff Calculation For Outbound Team Anon 19th Feb '15 739 3
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 583 3
Forecasting Abandoned Calls Anon 26th Jan '16 579 8
Resource Model Calculation Anon 9th Sep '15 577 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 554 8
Cisco/Calabrio WFM Issues Anon 10th Mar '16 546 4
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 526 3
Forecast Accuracy kerrieb85 28th Mar '11 525 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 516 6
Blended Call Center FTE Anon 28th Feb '14 500 3
Actual staffed agents data Anon 30th Aug '14 491 2
Excel and VBA courses AndrewTh 12th Mar '15 491 3
Inbound w/Outbound Calls Anon 1st Jun '15 461 3
Free Auto Scheduling Tools Anon 20th Aug '15 459 6
24/7 Shift Rota tefkros 30th Sep '15 451 3
Call and AHT Profiling Anon 28th Oct '14 424 2
WFM Objectives Anon 28th Apr '16 420 4
Measuring RPH Anon 15th Dec '13 415 5
FTE Calculation for Chat Floyd 10th Sep '17 395 2
Penalising agents on adherence if they logon early NickyS 10th Nov '10 376 3
Planning for Productivity Anon 27th Mar '14 376 3
pattern by Month! arabei 24th Mar '12 375 4
agents needed Anon 24th Feb '16 375 4
Erlang Calculator Anon 16th Nov '15 373 2
forecast vs actual Anon 21st Sep '15 351 5
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 346 5
Abandoned Calls Anon 11th Jun '14 335 3
Webchat forecasting Anon 4th Jun '15 328 5
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 326 6
Planning Phone/Email team JamieP 28th Jan '15 321 4
Scheduling Team Managers mikeh 4th Jul '14 301 3
Desirable Factor in WFM Anon 8th May '14 300 2
Planning to High AHT dssmith 22nd Dec '14 298 3
forecasting accuracy Coops 15th Feb '13 291 8
Building A Resource Plan Anon 9th Dec '15 271 2
Blue Pumpkin What If Mode Anon 6th Nov '14 270 5
Impact 360 Calendar in Outlook Anon 23rd Mar '15 263 3
Genesys WFM Anon 21st Apr '16 262 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 261 2
Software User Guides Anon 9th Jun '14 261 5
Forecasting Dilemna Anon 7th Apr '14 260 2
Resource and Planning Analyst Interview Robert 13th Sep '17 239 3
Resource planning for email contacts Anon 24th Sep '14 233 2
Maintaining schedule fairness Anon 18th Sep '15 232 2
Real Time Monitoring Tips Anon 6th Jul '15 229 3
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 218 2
Weekly Forecast Abhishek 21st Aug '17 215 2
Staffing Per Half Hour Anon 19th Feb '14 197 2
Forecasting Template Download Jennifer 29th Jun '17 197 2
Volume forecasting to specific day Anon 30th Mar '16 192 3
Back office staffing calculation Anon 21st Oct '15 188 2
FTE Calculation Sunil 31st Aug '17 184 2
Predict Chat Volumes Anon 15th Oct '14 173 2
Forecasting mitesh 22nd Oct '10 166 19
SLA Recovery plan Anon 1st Feb '15 161 5
Real Time (Service Delivery) set up Anon 16th Sep '15 157 3
Dynamic Schedules Anon 11th Nov '15 157 8
Calculating Available Hours based on different SLAs Anon 23rd Jan '15 153 2
rosters query Anon 10th Sep '14 151 2
Call Centre Helper Erlang Calculator and Forecasting applebyd 19th Sep '17 139 4
Call Center Headcount Ratios Zachary 30th May '17 129 4
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 128 4
Changing Opening times Jr 1st Aug '17 126 2
Web chat only forecasting Joe 9th Aug '17 117 2
script for mortgage Rizwan 14th Nov '16 116 2
Normalising calls for forecasting FTE requirements Dorota 21st Sep '17 116 3
Forecasting calls according to bad weather Anon 24th Sep '13 115 3
Monthly FTE Requirements for non Calls Anon 13th May '15 115 2
Confusion Around Shrinkage Anon 18th May '15 115 3
Adding shrinkage to workload FTE Anon 7th Mar '16 115 2
Removing AHT Anon 30th Nov '14 114 2
Erlang Anon 11th Jun '14 113 3
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 101 2
Holiday Thresholds Michelle 17th Jun '17 101 2
Shrinkage in IEX Jonathan 25th Sep '17 101 2
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