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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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
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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?
A hand with a cup of drink emerging from an alarm clock - break time concept
Is It Best to Schedule or Free-Style Agent Breaks?
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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
WFM Guide illustration with person with clock people and calendar / workflow
The Essential Guide to WFM – Key Features to Look For
The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb
Finding the Ideal Opening Hours for Your Contact Centre
Tired and stressed customer support operator with headache
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
Optimising workforce management webinar featured image
Recorded Webinar: Tips for Optimising Workforce Management
Phones on sky background - high call volume concept
Call Volumes Up? Here’s What You Can Do About It
Video Image: Top Tips to Optimize Occupancy and Utilization
Top Tips to Optimize Occupancy and Utilization
 
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