Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 7447 6
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6127 5
Best Forecasting Method Anon 6th May '14 5290 6
Acceptable Waiting Time? rikuslouw 22nd Jan '10 3897 14
Verint Impact 360 Manual Anon 6th May '16 3299 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 2764 15
Backoffice FTE Caculation Anon 13th May '16 1513 6
Accurate forecasting subfuze 18th Jul '12 1333 4
Shrinkage and Absenteeism Anon 18th Feb '16 1295 2
Maintaining the roster Srikanth 14th Dec '11 1155 4
Organising Work Force Management Teams mark 25th Nov '10 1151 5
Call Centre Competition Anon 13th Nov '13 1070 2
Shrinkage Calculation Anon 17th Jun '15 1036 3
Call Center Calculations Anon 28th Jan '14 935 2
Forecast Accuracy Targets Anon 6th May '14 921 4
FTE calculation for back office account Anon 24th Sep '14 904 4
Team Meetings and Briefings Anon 20th Nov '13 808 4
Aspiring Workforce Analyst Anon 6th Aug '14 802 4
Lost Calls Statistics tunner13 14th Aug '10 788 4
New to resource planning Anon 11th Dec '14 779 4
Types of inbound calls Anon 3rd Feb '15 765 4
Verint Impact 360 error messge Anon 10th Mar '16 747 3
required FTE calculation (non-voice) Anon 15th Nov '14 680 2
Staff Calculation For Outbound Team Anon 19th Feb '15 645 3
Resource Model Calculation Anon 9th Sep '15 573 4
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 569 3
Forecasting Abandoned Calls Anon 26th Jan '16 550 8
Time Back for Advisors stuck on calls? Anon 27th Jun '14 541 8
Cisco/Calabrio WFM Issues Anon 10th Mar '16 538 4
Forecast Accuracy kerrieb85 28th Mar '11 522 2
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 520 3
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 507 6
Blended Call Center FTE Anon 28th Feb '14 491 3
Actual staffed agents data Anon 30th Aug '14 488 2
Excel and VBA courses AndrewTh 12th Mar '15 484 3
Inbound w/Outbound Calls Anon 1st Jun '15 436 3
WFM Objectives Anon 28th Apr '16 414 4
Free Auto Scheduling Tools Anon 20th Aug '15 408 6
24/7 Shift Rota tefkros 30th Sep '15 403 3
Call and AHT Profiling Anon 28th Oct '14 399 2
Penalising agents on adherence if they logon early NickyS 10th Nov '10 375 3
pattern by Month! arabei 24th Mar '12 374 4
agents needed Anon 24th Feb '16 373 4
Planning for Productivity Anon 27th Mar '14 372 3
Erlang Calculator Anon 16th Nov '15 372 2
Measuring RPH Anon 15th Dec '13 367 5
forecast vs actual Anon 21st Sep '15 346 5
Abandoned Calls Anon 11th Jun '14 334 3
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 327 5
Planning Phone/Email team JamieP 28th Jan '15 320 4
Webchat forecasting Anon 4th Jun '15 312 5
Scheduling Team Managers mikeh 4th Jul '14 299 3
Desirable Factor in WFM Anon 8th May '14 298 2
Planning to High AHT dssmith 22nd Dec '14 297 3
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 295 6
forecasting accuracy Coops 15th Feb '13 290 8
Building A Resource Plan Anon 9th Dec '15 268 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 260 2
Software User Guides Anon 9th Jun '14 260 5
Forecasting Dilemna Anon 7th Apr '14 259 2
Genesys WFM Anon 21st Apr '16 252 2
Impact 360 Calendar in Outlook Anon 23rd Mar '15 250 3
Blue Pumpkin What If Mode Anon 6th Nov '14 236 5
Resource planning for email contacts Anon 24th Sep '14 230 2
Maintaining schedule fairness Anon 18th Sep '15 230 2
Real Time Monitoring Tips Anon 6th Jul '15 227 3
Volume forecasting to specific day Anon 30th Mar '16 190 3
Staffing Per Half Hour Anon 19th Feb '14 189 2
Forecasting Template Download Jennifer 29th Jun '17 177 2
Back office staffing calculation Anon 21st Oct '15 169 2
Predict Chat Volumes Anon 15th Oct '14 165 2
Forecasting mitesh 22nd Oct '10 163 19
Weekly Forecast Abhishek 21st Aug '17 160 2
Dynamic Schedules Anon 11th Nov '15 155 8
SLA Recovery plan Anon 1st Feb '15 154 5
Real Time (Service Delivery) set up Anon 16th Sep '15 154 3
Calculating Available Hours based on different SLAs Anon 23rd Jan '15 151 2
rosters query Anon 10th Sep '14 150 2
Forecasting calls according to bad weather Anon 24th Sep '13 113 3
Removing AHT Anon 30th Nov '14 113 2
Erlang Anon 11th Jun '14 112 3
Monthly FTE Requirements for non Calls Anon 13th May '15 112 2
Confusion Around Shrinkage Anon 18th May '15 112 3
Changing Opening times Jr 1st Aug '17 108 2
Call Center Headcount Ratios Zachary 30th May '17 104 4
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 103 4
script for mortgage Rizwan 14th Nov '16 99 2
Adding shrinkage to workload FTE Anon 7th Mar '16 99 2
Holiday Thresholds Michelle 17th Jun '17 99 2
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 97 2
Agent Initiated Breaks PJack 20th Jun '17 97 3
Improving Customer Service Skills Abbie 7th Oct '16 83 2
New to Workforce Management - Need Help Daniel 6th Jun '17 82 3
handling multiple inbound campaigns Anon 17th Dec '14 81 2
Web chat only forecasting Joe 9th Aug '17 80 2
Staff Requirement in Outbound Call Centreenvironment Anon 15th Jul '15 78 2
Generating a new business call profile for use with Erlang Anon 18th Jul '15 78 3
Is there any free dialer software that I can use for my call center? Arindam Mondal 17th Jan '17 77 2
What is Social Listening? Amy 17th May '16 75 4
Back Office or Correspondence Service Levels Fola 11th Jul '17 70 2
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