Articles - Workforce Management (WFM)

Workforce Management (WFM) is at the heart of contact centre success, ensuring the right people are in the right place at the right time. This hub gathers expert articles, case studies, and practical tools that help you plan, schedule, and optimise your workforce with confidence. Discover strategies for accurate forecasting, real-time management, and effective use of WFM software, alongside tips for improving agent engagement and adherence. The insights here will help you create a balanced operation that delivers great service while maintaining control of costs and resources.

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Five AI Use Cases for WFM
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Top Tips for Digital Channels – Forecasting and Scheduling
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How to Succeed in a Global Planning Role
Call centre worker on night shift
The Best Ways to Manage the Night Shift
Employee icons above person with paperwork and phone
Erlang X – Everything You Ever Wanted to Know
From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Do and Don't concept
The Dos and Don’ts of Agent Scheduling
ANNUAL LEAVE UNLIMITED? on pink paper with office tools on white background
Should Agents Get Unlimited Paid Annual Leave?
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Why Workforce Management Deserves a Seat at the Strategy Table
Capacity planning concept with chess piece and icons
Top Tips for Capacity Planning to Meet Customer Demand
Video Image: Quick Wins to Get the Most Out of Your WFM System
Quick Wins to Maximize Your WFM System
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The Best Ways to Track Absence in the Contact Centre
Video Image: Top Tips for Managing Shrinkage
Four Tips to Manage Shrinkage
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How to Change Your Shift Patterns – Without Losing Your Best Agents!
10 Ways Resource Planners Can Make Their Voices Heard
Calculator and Notepad that says 'The Bradford Factor' on it and the formula
The Bradford Factor – Improving Contact Centre Absenteeism
Next-Gen WFM: What Is Coming Down the Line?
Person looking at plan with clock, graph line and calculator
A Beginner’s Guide to Managing an Intraday Plan
Two office workers with schedule and clock
10 Ways to Kick-Start Your Adherence Improvement Strategy
Plate of food, cutlery, alarm clock - lunch schedule concept
How to Create a Lunch Schedule for Your Contact Centre
Workforce Management (WFM) Chapter Cover 2023
Research Insights – What’s Changing in Workforce Management?
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Is It Best to Schedule or Free-Style Agent Breaks?
Line of people dividing - variance concept
Planning for Schedule Variance
Video Image: An Easy Step-by-Step Guide to Creating a Schedule
An Easy Step-by-Step Guide to Creating a Schedule
 
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