Scheduling | weWFM 2/2

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Effective contact centre workforce planning is one of the most important prerequisites for boosting customer satisfaction, employee retention and cost efficiency.

In essence, it is about assigning the right employees with the right skills to the right job at the right time, to meet demand.

Across the contact centre industry this process has a few different titles such as workforce planning (WFP), resource planning (RP), or workforce management (WFM) although this last is usually reserved for the software most frequently used by WFP analysts.

Doug Casterton

3 min read

Scheduling

Self-Scheduling & Shift Bidding

Agents can bid in an eBay-style auction on shift patterns that suit business needs and colleagues.

Doug Casterton

4 min read

Scheduling

Equity vs Equality Scheduling

The cornerstone of an equity-based scheduling strategy is an appreciation that each employee's preference matters.

Ger Koole PhD

3 min read

Forecasting

Contact Centre Routing inefficiency

While most WFMers are aware of the loss of efficiency due to inflexible shifts, the effects of bad routing are rarely addressed.

Team scheduling or Individual Agent Scheduling? What works best?

Doug Casterton

5 min read

Scheduling

Team scheduling or Individual Agent Scheduling? What works best?

The trade-off between team-based scheduling & individual agent scheduling. This article explores the pros & cons of each method.

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