Tag: forecasting
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...
Contact Center Pipeline Magazine: Inside Our November 2020 Issue
Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
Human Numbers CEO/Founder:
Tiffany LaReau, Certified Workforce Manager & Owner When founded:
2008 Describe your company:
We create forecasts, generate schedules and...
Top 5 Posts in February
February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...
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...
How AI Can Make the Holidays Bright
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
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...
Two Steps That Will Improve Your WFM Outcome
Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
How to Improve Scheduling Practices
Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
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...
A Look Ahead: 17 on ’17 (Part 3)
Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
5 WFM Things You Have to Do by Hand
I'm a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I...
A Guide to Determining Staffing Needs
There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....
The (Near) Death of WFM
If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....
The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)
All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
WFM Human Factors
Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
WFM Budget Preparation: Calendar Days
Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...
2015 Tricky Holiday Winner: Independence Day
Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...
What? You Don’t Trust Your WFM System?!
If you feel like your WFM system just doesn't give you the right net staffing, here is the approach I take to fixing it....
