A Deep-Dive into WFM: The Forecast Algorithm
If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and...
Seven Ways the Pandemic Affected My WFM Role
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...
Springing Forward Might Affect Contact Center Forecast Accuracy
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...
WFM Q&A: Data Cleaning
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...
The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...
Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
