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Resource library

Everything a customer support team needs to thrive

template
Capacity planner template

Use this template to plan capacity, predict staffing needs, and meet SLAs efficiently with clear, defined metrics.

TEMPLATE
AI RFP template

Discover the right AI tool for customer support with an RFP template that zeroes in on key features.

template
WFM RFP template

Streamline your RFP process with this template that outlines key WFM platform features for modern support teams.

template
BPO RFP Template

Find your best BPO partners with an RFP template that lists critical features for outsourcing partnerships.

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Guides
WFM 101

Your guide(s) to world-class customer support

WFM 101: required reading

General
How do you evaluate WFM vendors?
General
What is workforce management?
General
What is Intraday Schedule Management?
forecasting
Forecasting for your support team
forecasting
What is short term forecasting?
FORECASTING
What is capacity planning?
FORECASTING
What is special event forecasting?
FORECASTING
How do you use Erlang C to plan staffing?
reporting
Diagnosing your SLA
reporting
What is realtime management?
reporting
What is time management?
reporting
What is schedule building?
reporting
What is time off management?
Scheduling
What is schedule adherence?