Fundamentals of capacity planning When WFM professionals hear the word capacity planning, they automatically feel proud about their job. That is the power of Capacity Planning!! Many analysts aspire to become a capacity planner one day, because of the challenge, fun and satisfaction the planning ac...

Top 5 workforce planning mistakes in a contact center “Why are we not getting volumes according to our forecast?” “Why are we short staffed while making schedules, when we hired the right number of staff?” “Why are we consistently failing service level during certain intervals each week?” A lot of ...