WFM Commons Newsletter
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This post highlights the importance of accurately forecasting Average Handle Time (AHT) by utilizing a nesting headcount mix of tenured agents. WFM professionals will find value in the Capacity Plan, which simplifies this process without the hassle of validating assumptions.
Read the full post on LinkedInThis 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 LinkedInMost capacity plans consist of multiple disconnected files, making comparisons difficult. Our new Smart Capacity Planning Platform centralizes forecasting, scheduling, and financial analysis, allowing for seamless integration and real-time updates, ensuring accuracy and efficiency for WFM professionals.
Read on LinkedInDiscover how the SARIMAX model can enhance forecasting accuracy by incorporating known drivers like campaign calendars and billing cycles. A recent test showed a significant improvement in error rates when these factors were included, potentially preventing weeks of understaffing. This insight is crucial for WFM…
Read on LinkedInThis post discusses the critical link between operational metrics like shrinkage and attrition and their financial impact on accounts. WFM professionals will see how the Financial dashboard in the Smart Capacity Planning Platform can help track these metrics and prevent revenue leakage.
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 LinkedInMerv P shares a detailed analysis comparing NeuralProphet and Prophet using controlled datasets. WFM professionals can learn how to evaluate forecasting models based on their specific data characteristics, ensuring they choose the right approach for their unique forecasting needs.
Read on LinkedInWFM Commons Smart Capacity Plan integrates capacity and scheduling, allowing you to create optimized schedules without the hassle of spreadsheets. Enjoy hours saved every week and visual representations of staffing needs, leading to more effective forecasting and planning.
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 LinkedInAdvanced Forecasting Studio allows you to test multiple forecasting models like NeuralProphet and LSTM on your datasets. This post reveals live test results and highlights how to select the best model for your unique series, aiding WFM professionals in making data-driven decisions for accurate forecasting.
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