UK and IrelandWorkforce Optimisation (WFO)
Welcome to the Workforce Optimisation (WFO) subject.
Workforce Optimisation (WFO) is in the Workforce Optimisation (WFO) category. - View all
Knowledge Bankview more…knowledge bank rss
Adherence to Schedule
Also known as Schedule Adherence Call center schedule adherence is a common metric used in the call center to determine whether or not call cen… View
White Papersview more…white papers rss
Contact Centre Intelligence and KPIs: Aspect Software
Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have had to shift the way they… View
Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data
The 15th Year of the Global Benchmarking report View
Performance Optimisation: Aspect Software
If your operations are comparable to those of the typical multi-channel contact center, you’re currently spending 60 to 70 percent of your bu… View
Case Studiesview more…case studies rss
British Gas Workforce Optimisation (WFO): Aspect Software
The Company British Gas Services (BGS) is the largest domestic central heating and gas appliance installation company in the UK, directly emplo… View
Hilton Reservations Worldwide Workforce Management (WFM): Aspect Software
Efficient staffing for a contact centre that helps maintain a reputation for hospitality The Company Hilton Reservations Worldwide is the c… View
NICE IEX Workforce Management (WFM): NICE: BROCHURE
A comprehensive workforce management solution for improving the efficiency and effectiveness of your business View
News & Eventsview more…news rss
Acas advice for employees on the new regulations from June 2014 View
Verint was named Number One in Workforce Optimization for Eighth Consecutive Year. Recognized as Leader in Three Additional Categories: Enterprise … View
Related Subjects
- Average Handle Time (AHT)
- Back Office Mail-outs
- Call Forecasting
- Contact Ratios
- Diminishing Returns
- Dunning Runs
- Erlang
- Family Friendly
- Holidays
- Hot Desking
- Non-Demand Work
- Out of Hours (OOH)
- Part Time Staff
- Pooling Principle
- Resource Planner
- Resource Planning / Workforce Management (WFM)
- Schedules
- Working Window
- Xmas Holidays
- Zombi