The difference between profit and loss can be a delicate balancing act. One area that can have a significant impact on a company’s bottom line is the contact center, often […]

Call Arrival Distribution – An Analysis This document considers the nature of call arrival distribution and how this might affect a workload forecast and, consequently, staffing requirements for a contact […]

Have you been put in the position of having to undergo an expensive forklift upgrade because your workforce management vendor has end-of-lifed your solution? When this happens, you are left […]

Just as the Trojans were taken by surprise by the Greeks hiding inside the wooden horse, many companies have accepted free gifts from vendors, only to later find that the […]

If you are considering the purchase of a workforce management (WFM) system, you have already heard the benefits of end-to-end workforce solutions. Many end-to-end vendors promise a tightly integrated and seamless solution […]

According to the PELORUS 2011 Workforce Management Report, the solid business case for workforce management technology remains the most important market driver. PELORUS further suggests there are several non-economic benefits that drive […]

Forecasting for low volume queues 1. Introduction Queues which record a low volume of calls per day have certain characteristics which may require them to be treated differently for forecasting […]

Forecasting Analysis 1. Introduction In order to determine whether forecasting directives are required and if so, which ones, it is necessary to consider the nature of the historical data. This was […]

A Forecasting Case Study 1. Introduction All call centers are unique. This is certainly true when considering historical data. When it comes to using this data to produce forecasts, the ‘one […]

In times of economic crisis and dwindling profits, it is more important than ever to ensure you are getting maximum benefit from your software investment, including your workforce management (WFM) solution. […]