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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Video Image: Avoiding the Fairness Trap When Creating Schedules
How to Avoid the Fairness Trap When Creating Schedules
A picture of the word "rules" on a red background
Workforce Planning: 20 Fundamental Rules
The Top Call Centre Forecasting Models
Video Image: What Is the Difference Between WFM, WFO and WEM?
The Difference Between WFM, WFO and WEM
How are Digital Channels Managed with Your WFM Solution?
Half of Contact Centres Manually Forecast Digital Channels
Video Image: What WFM Tools Are Available?
WFM Tools That Are Available
On Average How Long do Your Callers Wait Before Abandoning?
Customer Patience Appears to Be at an All-Time Low
workforce people
What Is WFM – Workforce Management?
Video Image: What Is the Difference Between WFM and WFO?
Understanding the Difference Between WFM and WFO
What Equipment do You Use for Forecasting and Scheduling?
Spreadsheets Still Dominate WFM
Video Image: At What Point Should You Move From Spreadsheets to WFM?
When to Move from Spreadsheets to WFM
What is Your Biggest Scheduling Problem?
Forecast Volatility Is Causing Scheduling Havoc
Video Image: What Is WFM?
A Quick Introduction to WFM
Call and Contact Centre Questions: What’s the Ideal Balance for Agent Break Times?
What’s the Ideal Balance for Agent Break Times?
throughput on graph
What is Throughput In WFM?
Capacity planning questions
Call Centre Capacity Planning Templates
Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
capacity planning concept
20 Tips to Help Improve Your Capacity Planning
Forecasting and Scheduling on Digital Channels
20 Tips for Forecasting and Scheduling on Digital Channels
2020 Survey Report: What Contact Centres Are Doing Right Now
Call Centre Workforce Management: 2020 Survey Results
3D Graphs in different colours
20 Demand Planning Techniques for Your Call Centre
Person looking confused holding abacus
How to Calculate Staffing in a Contact Centre
19 Ways to Deal with High Contact Volumes
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Shift Planning FAQs Answered by an Expert
 
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