WFM 101

We wrote the book on modern workforce management, broke it down into bite-size parts, and dropped it online - just for you.

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scheduling
forecasting
reporting
general
Forecasting
Forecasting for your support team
Forecasting is making an informed prediction about what will happen based on information you have available.
Reporting
Diagnosing your SLA
How to diagnose your missed service level agreement targets (so you can hit more of them)
Scheduling
What is Schedule Adherence?
Schedule adherence reflects the overlap between an agent's scheduled shift vs when they actually work.
General
How do you evaluate WFM vendors?
We’ve put together the go-to guide for how to evaluate and choose a WFM software vendor.
Scheduling
What is Schedule Building?
Building schedules so agents are available when needed is one of the most critical aspects of customer support.
Scheduling
What is Time Off Management?
A well thought out Time Off Management process is key to keeping staff happy and your planning stress-free.
Forecasting
How do you use Erlang C to plan staffing?
Erlang C is the powerful equation that unravels the mystery of staffing needs. Learn the history and how it's used.
Reporting
What is Time Management?
We all have the same number of hours in a day—learn to help your support team be more effective with their time.
Forecasting
What is Short Term Forecasting?
Short Term Forecasting focuses on creating more granular, hour-by-hour forecasts for your support teams.
Forecasting
What is Capacity Planning?
Capacity Planning is a powerful tool to help optimize your medium to long term staffing plans.
Forecasting
What is Special Event Forecasting?
Special Event Forecasting involves using historical data to estimate what volume to expect during special events.
Reporting
What is Realtime Management?
Realtime Management is a way to get an up-to-the-minute grasp of what’s happening on your support team.
General
What is Workforce Management?
Workforce management is the process of ensuring you have the right people in the right place at the right time.
Scheduling
What is Intraday Schedule Management?
Intraday Schedule Management is about understanding your support team’s current state to optimize for the future.
Scheduling
What is Schedule Adherence?
Schedule adherence reflects the overlap between an agent's scheduled shift vs when they actually work.
Scheduling
What is Schedule Building?
Building schedules so agents are available when needed is one of the most critical aspects of customer support.
Scheduling
What is Time Off Management?
A well thought out Time Off Management process is key to keeping staff happy and your planning stress-free.
Scheduling
What is Intraday Schedule Management?
Intraday Schedule Management is about understanding your support team’s current state to optimize for the future.
Forecasting
Forecasting for your support team
Forecasting is making an informed prediction about what will happen based on information you have available.
Forecasting
How do you use Erlang C to plan staffing?
Erlang C is the powerful equation that unravels the mystery of staffing needs. Learn the history and how it's used.
Forecasting
What is Short Term Forecasting?
Short Term Forecasting focuses on creating more granular, hour-by-hour forecasts for your support teams.
Forecasting
What is Capacity Planning?
Capacity Planning is a powerful tool to help optimize your medium to long term staffing plans.
Forecasting
What is Special Event Forecasting?
Special Event Forecasting involves using historical data to estimate what volume to expect during special events.
Reporting
Diagnosing your SLA
How to diagnose your missed service level agreement targets (so you can hit more of them)
Reporting
What is Time Management?
We all have the same number of hours in a day—learn to help your support team be more effective with their time.
Reporting
What is Realtime Management?
Realtime Management is a way to get an up-to-the-minute grasp of what’s happening on your support team.
General
How do you evaluate WFM vendors?
We’ve put together the go-to guide for how to evaluate and choose a WFM software vendor.
General
What is Workforce Management?
Workforce management is the process of ensuring you have the right people in the right place at the right time.