Tag Archives: WFM

The stories behind the numbers

We live in a world of numbers. Even though we didn’t enjoy the math class, we have to admit that there is a number behind everything we do. From our birth certificate to our bank accounts, numbers are telling the stories of our lives.

As I’ve been mentioned in the past as well, I work as a Workforce Management Planner. And I deal with numbers each day. Each number is having its own story. Either it’s the number of calls, the duration of it, even the numbers of agents that got ill can tell a story.

How can we create or read a story only from some numbers? Let’s take an example, an workforce one. Continue reading The stories behind the numbers

How WFM could affect your daily life

In my 3 part series about WFM, I was writing about how you could improve your life using some simple WFM principles and practices.

In this post I want to talk a little bit about on how WFM can affect your daily life, without you even knowing.

Let’s break down first what WFM is. WFM is the process through which we ensure that we have the right agents at the right time, and equally important at the right cost. But the cost of the agents doesn’t affect your daily life, unless you are their manager, so I won’t talk about this. Continue reading How WFM could affect your daily life

WFM practices to improve your daily life (part III)

Part I

Part 2

And here we are at the final part. I was saying at the end of the second part, that in this piece we will talk about the Intraday management and about improvement. So let’s cut the intro and get right in the business.

  • Intraday management

How to define Intraday management? From a WFM point of view, the Intraday team is taking care that the agents are respecting their schedules, they make necessary modifications of the agent’s schedule. Continue reading WFM practices to improve your daily life (part III)

WFM practices to improve your daily life (part II)

In the previous post I was talking about the historical data of our life, and how we could use that to improve our life. Now that we have our historical data, it’s time to start working on the planning.

  • Working on the forecast

What is exactly a forecast? It’s an assumption of the future, based on historical patterns (see, this is why I was speaking about the importance of the historical data). For example, if you spent 1h to work on something in the past, probably it will take you 1h to work on it in the future as well. If you usually spend 100$/week, you could assume that next week you will do the same. Continue reading WFM practices to improve your daily life (part II)

WFM practices to improve your daily life (part I)

I earn my living working as a Workforce Management Planner ( don’t know what workforce management is? Click here ). If I would to explain my job in a very basic way is that I do forecast for various data and agent management.

We use some best practices in our work, practices that help us to have a good process and, of course, reach our goals every week, month and year. Continue reading WFM practices to improve your daily life (part I)