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Incumbents must be able to work under general supervision while exercising sound independent judgment and discretion.

With contact centres constantly being told to reduce costs and increase efficiency, this metric helps you to analyse where you are over overstaffing or understaffing — so you need to know to measure it! This article answers both of these common questions and more.

With an automated solution in place, a call center manager has the capability to streamline schedule adherence goals and practices.

This includes high level of knowledge of WFM practices and policies and having a thorough understanding of systems that support those functions, such as EWFM Employee Work Force Management , Avaya, and other TeleTechs and client specific tools and systems.

The WFM team must then staff to fit these reporting periods and create advisor schedules.

So, just scroll down to the WFM topic that is of most interest to you and you will find a series of helpful articles, podcasts and webinars.

But, there is much more to this useful tool than what meets the eye… For those who may not be familiar with the Erlang Calculator, this article gives you a complete introduction into its simple calculations and the history of Erlang.

This article looks into the four leading models of creating contact centre forecasts, gaining insights from industry experts and university professors for the particularly sophisticated examples.

Excellent verbal and written communication skills• Forecasting In the contact centre, forecasting involves the calculation of future contact volumes.

Again, this makes up a big part of the duties of a workforce planner, as you create plans for how to deal with disaster situations and role play scenarios to ensure that your plan is effective.

National crisis including epidemics, severe weather or political changes• Make updates to adapt to in-the-moment changes, resolve poor adherence and ensure occupancy projections are accurate.

Just take a look at some of the topics discussed in the articles below, for example.