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Articles - Workforce Planning

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

A black calculator with pen on solid blue background with the erlang c formula

Erlang C Formula – Made Simple With an Easy Worked Example

Do and Don't concept

The Dos and Don’ts of Agent Scheduling

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

A calculator, notepad, graph and pens

Erlang Calculation – An Introduction

Image for erlang staffing calculator with screenshots of inputs and outputs

Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

Two hands holding a calculator with the words erlang calculators explained

What is Erlang and the Erlang Calculator?

A Guide to Call Centre Forecasting

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Absenteeism – with Formula

Call Centre Resource Planning: What You Need to Know

One big idea versus many small ideas with light bulbs

The Power of One

How is Average Handling Time (AHT) Distributed? It is Not How you Think!

A picture of the WFM concept with wooden blocks

Workforce Management Guide

Hands waving at a clock and numbers

How to Build Flexible Schedules in the Contact Centre

Capacity planning concept with chess piece and icons

Top Tips for Capacity Planning to Meet Customer Demand

A picture of the Erlang A formula

A Beginner’s Guide to the Erlang A Formula

Workforce Managements featured image

What Is Workforce Management (WFM) in BPO?

Tracking absence concept with absenteeism folder and graphs

The Best Ways to Track Absence in the Contact Centre

What Is After Call Work (ACW) and How Can It Be Improved?

Five9 Patient Experience Healthcare eBook Box

Editor's Pick

Thumbnail How to Deal With That Awkward Agent

How to Deal With That Awkward Agent

Thumbnail 10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Thumbnail How to Encourage Your Teams Back to the Office

How to Encourage Your Teams Back to the Office

Thumbnail Make Fridays More Fun in Your Contact Centre

Make Fridays More Fun in Your Contact Centre

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