WFM 101: Workforce Management Education | Assembled

WFM 101

We wrote the book on modern workforce management, broke it down into bite-size parts, and dropped it online - just for you.

Forecasting is making an informed prediction about what will happen based on information you have available.

How to diagnose your missed service level agreement targets (so you can hit more of them)

Schedule adherence reflects the overlap between an agent's scheduled shift vs when they actually work.

We’ve put together the go-to guide for how to evaluate and choose a WFM software vendor.

Building schedules so agents are available when needed is one of the most critical aspects of customer support.

A well thought out Time Off Management process is key to keeping staff happy and your planning stress-free.

Erlang C is the powerful equation that unravels the mystery of staffing needs. Learn the history and how it's used.

We all have the same number of hours in a day—learn to help your support team be more effective with their time.

Short Term Forecasting focuses on creating more granular, hour-by-hour forecasts for your support teams.

Capacity Planning is a powerful tool to help optimize your medium to long term staffing plans.

Special Event Forecasting involves using historical data to estimate what volume to expect during special events.

Realtime Management is a way to get an up-to-the-minute grasp of what’s happening on your support team.

Workforce management is the process of ensuring you have the right people in the right place at the right time.

Intraday Schedule Management is about understanding your support team’s current state to optimize for the future.