Fundamentals of WFM Web Seminar – Preparing to Forecast
Preparing to Forecast: Decisions and Data for the Planning Process — There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will […]
Preparing to Forecast: Decisions and Data for the Planning Process — There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will […]
Date: February 25, 2025 Time: 10:00 -11:00 AM CT Empowering Supervisors: A New Lens for Workforce Engagement Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. […]
Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals — In this seminar, you will learn the step-by-step process of applying Time Series Analysis to predict future workload. Learn how […]
Essentials of Staffing: Models and Calculations for Contact Center Staff — Managing a contact center means managing by the numbers and the most important number is the right number of […]
Boston Area SWPP & QATC Regional Meeting – Wednesday, May 7, 2025 Join us for the Boston area SWPP & QATC Regional Meeting on Wednesday, May 7, 2025 from 8:30 […]
Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost — After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn […]
Scheduling Strategies: Definitions and Decisions for Successful Schedules — A successful schedule plan involves many decisions on the front end that can impact the long-term and short-term effectiveness of the […]
Managing Schedule Adherence: Creating an In-Place and On-Time Culture — An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In […]
Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track — Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels […]
Signs of Success: Metrics and Measures of WFM Performance — Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce […]
Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that […]