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Doug Casterton - Blog

Workforce Planning Profile Interviews 2012 - Carlos Muñoz (4 of 4)

Last but not least in my series of interviews showcasing great workforce planners from across the world, is an interview with Carlos Muñoz - WFM Manager for Allianz Global Assistance - an international leader in assistance, travel insurance and health, life & home care services.

With over a decade of Resource Management and Contact Center Operations experience he is one of America’s leading lights for the progression of the workforce planning profession. You find more about Carlos from his Linkedin Page - Carlos Muñoz (Profile)

This is the 4th and last in the series of 2012 interviews showcasing great workforce planners from across the world. You can read the other three here; Blair Murphy, Ritesh Parswani, Adrian Hawes

Read the full interview here

Publish Date: November 14, 2012 7:32 AM

Workforce Planning Profile Interview - Adrian Hawes

From my series of workforce planning show cases from the world it is my utmost pleasure to present to you all an interview with Adrian Hawes, Senior Resource Optimisation manager at Aviva. 

Read the full article from the following link -

Publish Date: October 3, 2012 4:57 AM

Workforce Planning Profile Interview - Ritesh Parswani

Again in conjunction with NextStep WFP here is the latest Workforce planner I would like to showcase.

Publish Date: August 29, 2012 1:29 PM

Sixty percent of customers ditch a company for poor telephone customer service

For anyone who still has not caught on to the fact that bad customer service results in lost customers, well wake up.... As the article below states "62 percent of UK consumers had cancelled some kind of service because of a poor telephone experience."........

Read More From This Article Here

Publish Date: August 14, 2012 1:40 PM

Verint i360 (blue pumpkin)

Verint through a combination of in-house development and acquisitions have put together a collection of tools that enhance the process management of many different areas, including; workforce management, quality monitoring, IP recording, customer feedback surveys, speech analytics, data analytics, application analysis, performance management reporting, and e-learning tools.

Read more from this article here

Publish Date: August 13, 2012 1:26 PM

Workforce Planning - what skills are required? what is the real experience of being in WFP? should it be profession in its own right?

This interview has been conducted in conjunction with NextStep WFP - who provide workforce planning as a managed service and are real experts in this field. -

My hope is that these interviews can really help provide educate the contact centre industry regarding what skills are required, provide some deeper insights into the real experience of being in WFP, and help promote workforce planning as a fully developed profession in its own right.

Read More Here at this Link

Publish Date: August 12, 2012 4:54 AM

WFP - Social Media

Following up from my post on my previous post regarding Social media. This was something I posted a while back regarding Social media best practice.

read further on this link

Publish Date: August 11, 2012 8:56 AM

Social Media - WFP - How?

Great discussion regarding who should own social media customer interactions. I think the general consensus was the Contact Centre, and I have to agree for the reasons stated as well as some of my own. Firstly contact centres have evolved tremendously over the last 10 years and going out on a limb I think it is fair to say that on the whole they do a very good job of manging customer interactions. Its often when things go wrong that the Contact Centre will make the news but believe me there are a lot of unsung customer champions out there in the contact centre industry. This is just a snippit from the article
Read More From This Article Here

Publish Date: August 10, 2012 1:18 PM

Salaries soar for resource planners in the UK

I have lost count of the times I been called a "number cruncher", "excel jockey", or asked "how hard can it be to push a few buttons in the WFM system". It is very pleasing to see that workforce management professionals are now getting the recognition and stature they deserve from UK enterprises.

Read more about this article here

Publish Date: August 8, 2012 1:33 PM

Email the fogotton media - how to plan?

In the Contact Centre world, social media is currently getting a lot of attention, with many concerns centered around how to plan agents in a blended environment. One form of electronic customer contact that has been around for a long time is the good old email, but rarely have I seen an org get to grip with how to plan staff for emails. What is the best way to plan for email contact, does anyone know?

Read More Here

Publish Date: August 6, 2012 6:03 AM

Team scheduling or Individual Agent Scheduling? What works best?

Workforce Planning for contact centres, and especially scheduling is all about trade-offs. Every contact centre wants to reduce its bottom line, increase its productivity and keep its customers and employees happy. However, every WFP decision made results in a trade-off, some more than others.

One such trade-off that any scheduler will be familiar with, is the battle of what’s best for my centre - Team Based schedules or Individual Agent Scheduling? Depending upon who you ask you will get a different answer and here's why.

Read More Here

Publish Date: July 29, 2012 3:37 PM

Measuring Forecast Error

Regardless of the media or work type that is being forecasted one of the biggest challenges for any contact centres in getting a better forecast, is the way in which forecast accuracy is measured and analyzed. The importance of forecasting accuracy should be obvious to any planner, for all other WFM processes are dependent and without accuracy it becomes impossible to match up the workforce accurately to achieve service goals. This is true whether the objective is to get a good schedule fit or build an accurate staffing plan for the next 12 months.

Read the rest here;

Publish Date: February 19, 2012 8:26 AM

WFM: Volume Forecasting

All good WFM planning starts with an accurate forecast so for my very first post this is as good as any to start with.Today I am going to specifically talk about volume forecasting, a critical section for deriving a workload forecast that can be used to plan against.The WFM forecasting process, like any planning process, is one part art one part science. It is an art because sometimes the accuracy of your forecast will be as a result of your judgment and experience. It is a science because there many step-by-step mathematical processes that can be used to turn raw data into predictions of future events.Oh and a pet hate of mine is people who believe buying WFO software results in not needing to understanding forecasting. It is just as critical for you to understand these calculations as it...

Read the rest here

Publish Date: February 3, 2012 4:09 PM


The aim of this blog is to promote and share best practice workforce planning methods for customer contact operations. Posts are on a b-weekly basis and will cover the full spectrum of Customer Contact Centre WFM topics.

Work force management (WFM) methodology in the contact centre industry is now widely accepted as best practice for people planning throughout the U.S, Europe, and Australia.

Publish Date: February 3, 2012 4:06 PM

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