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Tag Archives | Workforce Management

What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

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Would it be too wrong and what would be the extent of the error to treat emails like calls in an erlangC calculation in the long term personnel planning of a contact center blending inbound calls and emails/fax? (SLA calls 60/30; SLA mail 12 hrs; volume of mail is about 20-25% of total contacts.) Can we use the same service level parameter for the email portion as for the calls?

Would it be too wrong and what would be the extent of the error to treat emails like calls in an erlangC calculation in the long term personnel planning of a contact center blending inbound calls and emails/fax? (SLA calls 60/30; SLA mail 12 hrs; volume of mail is about 20-25% of total contacts.) Can […]

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We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?

We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?

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We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?

We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?

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My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours – what do you recommend?

My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours – what do you recommend?

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My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours – what do you recommend?

My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours – what do you recommend?

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I am working in Warid Telecom as manager Inbound bound. We have 60 agents and on avg. we have received 4200 calls per day. But most of time agents remains idle so our idle time (Avg. 5-6 Hrs) remains a big factor for us. Now my question is how we minimize these idle time?. Or how we effectively handle this issue? And which are the factors that directly close to this issue.

I am working in Warid Telecom as manager Inbound bound. We have 60 agents and on avg. we have received 4200 calls per day. But most of time agents remains idle so our idle time (Avg. 5-6 Hrs) remains a big factor for us. Now my question is how we minimize these idle time?. Or […]

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Workforce Management for E-Mails – Now is a Great Time to Invest! 

Workforce Management for E-Mails – Now is a Great Time to Invest! Workforce Management for E-Mails – Now is a Great Time to Invest! Enterprises have to do a much better job of providing service in order not to alienate customers in the e-mail channel. 10/3/2002 By Donna Fluss ICCM Weekly   Printer Friendly Format       View […]

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