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Workforce Planning

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

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Do and Don't concept

The Dos and Don’ts of Agent Scheduling

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

A Guide to Call Centre Forecasting

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Absenteeism – with Formula

Call Centre Resource Planning: What You Need to Know

One big idea versus many small ideas with light bulbs

The Power of One

How is Average Handling Time (AHT) Distributed? It is Not How you Think!

A picture of the WFM concept with wooden blocks

Workforce Management Guide

Hands waving at a clock and numbers

How to Build Flexible Schedules in the Contact Centre

Capacity planning concept with chess piece and icons

Top Tips for Capacity Planning to Meet Customer Demand

Workforce Managements featured image

What Is Workforce Management (WFM) in BPO?

Tracking absence concept with absenteeism folder and graphs

The Best Ways to Track Absence in the Contact Centre

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

The Top Call Centre Forecasting Models

18 Workforce Management Case Studies

calendar and alarm clock on a green table

8 Ways to Improve Schedule Adherence

A picture of someone trying to catch clocks (schedule adherence concept)

How to Manage and Improve Schedule Adherence

A photo Businesswoman Making Agenda On Personal Organiser At Workplace

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules