Contact Center and Workforce Management Blog | Peopleware

Planning pitfalls: How to avoid the worst WFM mistakes

Planning pitfalls: How to avoid the worst WFM mistakes

Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning, covers 6 WFM planning mistakes that cost teams money, from rigid schedules to ignored shrinkage.

You'll leave this session with practical fixes you can put into practice in your own schedules.

WFM Strategy, Workforce Management

WFM Capacity Planning: 7 big mistakes to avoid

WFM Strategy, Workforce Management

What does the future of autonomous WFM look like?

Occupancy, Utilization and Productivity

In this eBook, we demystify these three terms and equip you to understand them, measure them, and improve them.

occupancy-utilization-and-productivity

Workforce Management

Employee Engagement | WFM Fundamentals | WFM Strategy

WFM Capacity Planning: 7 big mistakes to avoid

WFM Capacity Planning: 7 big mistakes to avoid

What does the future of autonomous WFM look like?

What does the future of autonomous WFM look like?

How BPOs can manage multi-client WFM without destroying their margins

How BPOs can manage multi-client WFM without destroying their margins

Melissa Copeland

5 resource planning mistakes (and how to avoid them)

5 resource planning mistakes (and how to avoid them)

6 ways agentic AI tech will fundamentally transform WFM

6 ways agentic AI tech will fundamentally transform WFM

Employment rights in contact centres: 6 powerful WFM strategies

Employment rights in contact centres: 6 powerful WFM strategies

WFM Operations

Forecasting | Intraday Management | Scheduling

Contact center forecasting fundamentals part 1: How to forecast workload

Contact center forecasting fundamentals part 1: How to forecast workload

How to hit the sweet spot in workforce planning

How to hit the sweet spot in workforce planning

Skills-based workforce planning: Get the gain without the pain!

Skills-based workforce planning: Get the gain without the pain!

Effective meeting planning in the call center: 5 tips for better schedules and employee satisfaction

Effective meeting planning in the call center: 5 tips for better schedules and employee satisfaction

Understanding AI-driven forecasting: A look inside Peopleware Forecast

Understanding AI-driven forecasting: A look inside Peopleware Forecast

How to master adherence and conformance in your call center

Intraday Management

How to master adherence and conformance in your call center