UK and IrelandResource Planning / Workforce Management (WFM)
Resource Planning
Resource Planning / Workforce Management (WFM) is in the Workforce Optimisation (WFO) category. - View all
Knowledge Bankview more…knowledge bank rss
Abandoned Calls - Are They Really Lost?
It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View
Adherence to Schedule
Also known as Schedule Adherence Call center schedule adherence is a common metric used in the call center to determine whether or not call cen… View
Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
White Papersview more…white papers rss
Contact Centre Intelligence and KPIs: Aspect Software
Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have had to shift the way they… View
Contact Centre Performance Optimisation for Outbound Collections and Telemarketing: Aspect Software
All contact centers face a common and continual challenge – how to best maximize staff performance without needing to add headcount when call… View
Guide to Resource Planning
The Cactus Search beginners guide to resource planning View
Case Studiesview more…case studies rss
British Gas Workforce Optimisation (WFO): Aspect Software
The Company British Gas Services (BGS) is the largest domestic central heating and gas appliance installation company in the UK, directly emplo… View
Hilton Reservations Worldwide Workforce Management (WFM): Aspect Software
Efficient staffing for a contact centre that helps maintain a reputation for hospitality The Company Hilton Reservations Worldwide is the c… View
Maxima Advantage Vantage Point: Pipkins Hosted Workforce Management: BROCHURE
Pipkins WorkforceScheduling.com Is a low cost subscription-based Workforce Management solution for small centres. Read the full case study… View
Toolkitsview more…toolkits rss
CC Calculators - Resource Planner
Calcualate service level staffing requirements for the week by hour for any working window. … View
CC Calculators - Staff Shrinkage Absences
Calculate your staff shrinkage absence levels against a typical model … View
Real Time Forecast Revisor - Daily
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
News & Eventsview more…news rss
Acas advice for employees on the new regulations from June 2014 View