Grade of Service (GoS) as a Service Level Measurement
The phrase“Grade of Service” has been the grim reaper of the contact center industry for many years. Most discussions around them are hardly of a friendly…
Author: globalwfm
Routing inefficiency
By Ger Koole Last week we had an advanced WFM training in Amsterdam in which we discussed the various ways in which WFM can be…
Staffing chat sessions
By Ger Koole In this blog I would like to discuss staffing in other situations than inbound. The Erlang formulas are commonly used for single-skill…
Which waiting time measure to choose: GoS or ASA?
By Ger Koole Recently somebody posted the following question on the Dutch linkedin group “plannersforum”: what is better: steering at Average Speed to Answer (ASA)…
What is the best achievable forecast accuracy?
By Ger Koole The WFM cycle starts with workload forecasting. A good forecast is the first step in good WFM: if the forecast is accurate,…