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Workforce Planning

A collection of articles about Workforce Planning in the call centre.

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

Workforce Managements featured image

What Is Workforce Management (WFM) in BPO?

Fired female employee holding box of belongings in an office

10 Ways to Control Contact Centre Attrition

How to Avoid Schedule Dissatisfaction

Is 80/20 Still a Reasonable Service Level?

What Is After Call Work (ACW) and How Can It Be Improved?

Preparing for the Unexpected: How to Create a Business Continuity Plan

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Absenteeism – with Formula

Beginner’s Guide to Workforce Management Software

How Far in Advance Should You Publish Your Contact Centre Shifts?

How to Forecast With Limited Data

The Fundamentals of Contact Centre Peak Management

Create a Contact Centre Orientation Plan to Reduce Attrition

5 Ways to Retain Advisors Using the Same Tools as Customer Retention

A Guide to Call Centre Forecasting

The Three Forecasting Timelines Used in Contact Centres

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Five Reasons to Use Workforce Management for Forecasting

How to Predict Call Abandon Rates Based on Service Level

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

Six Steps to Implement Annualised Hours in the Contact Centre

10 Things You Need When Calculating How Many Contact Centre Advisors You Need