Articles - Workforce Planning

Workforce planning is the backbone of an efficient, well-run contact centre. This section brings together expert guides, templates, and practical insights to help you forecast accurately, plan resources, and meet demand without over- or under-staffing. Learn how to build effective schedules, align your workforce with customer needs, and use data to drive smarter decisions. From long-term planning to real-time adjustments, these resources give you the knowledge and tools to create a balanced, productive operation that consistently delivers great service.

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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?
 
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