WFM Commons Newsletter
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This post highlights how quadrant analysis in Survey Analytics reveals actionable insights that traditional ranked lists overlook. WFM professionals can identify critical improvement areas that directly impact performance, ensuring resources are allocated effectively to enhance customer experience.
Read on LinkedInDiscover how a scheduling engine can significantly improve staffing efficiency in contact centers. Traditional shift patterns often lead to understaffing during peak hours; learn how AI optimization allows the same workforce to handle demand more effectively while reducing gaps. This insight is crucial for WFM…
Read on LinkedInA recent analysis revealed discrepancies between required and scheduled FTEs, highlighting that conventional weekly headcount figures mask deeper staffing issues. WFM professionals can utilize Smart Capacity Planning to pinpoint interval-specific staffing needs and adjust schedules dynamically for better service…
Read on LinkedInIn a recent test, a seasonal naïve forecasting model significantly outperformed six more complex models, achieving an 8.9% MAPE compared to 14.4% for the best complex model. This reveals that WFM teams often select models based on perceived sophistication rather than accuracy. Learn how the right model choice can…
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