Workforce Optimisation

A collection of our call centre Workforce optimisation articles that provides practical advice and tips on how to improve the productivity of your call centre. Workforce Optimisation is known by multiple names and acronyms with the two most common ones Workforce Management (WFM), Workforce Optimisation (WFO).

Regardless of the acronym, the intent is the same. To maximise the efficiency of the call centre aligning the available resources to predicted/forecasted volumes. With labour typically accounting for around 75% of the running costs of call centre there are significant cost savings that can be achieved by aligning your rosters and break times to the  workload.

February 1, 2018
Improve your call centre workforce management

4 Great tips to improve your call centre workforce management

If you are looking for ways to improve your call centre workforce optimisation we've got four great tips your WFM team (or person) can implement that will improve your performance and improve the reputation of the scheduling police!
November 15, 2017
Measuring call centre agents on call volumes is just wrong

Why measuring call centre agents on the number of calls handled is wrong

We explore why measuring call centre agents on the number of calls handled is the wrong approach backed up by some basic maths and call centre management techniques.
November 29, 2016
6 Tips for MANAGING SEASONAL VARIATIONS

6 tips for managing seasonal variations

For many businesses managing seasonal variations can be a real headache. We've got 6 tips to help you manage peak periods and unexpected call volumes in your call centre.
October 25, 2016

How much would you pay to avoid working weekends?

Despite a noticeable shift in flexible working arrangements, including working from home options, recent research suggests that our best social interactions with friends and family still occur more on weekends […]
October 6, 2016

Stop channel blending to improve productivity

In a rush to achieve an Olympian-level of productivity, Contact Centre professionals make some all too common mistakes. In our work with Clients we see more and more channels of […]
July 20, 2016

Meet Bill Durr – Workforce Optimisation Evangelist

Last year we met Bill Durr, self proclaimed Workforce Management Evangelist and I’ve got to say – his presentation was fantastic! Whilst we’d love to show you his entire presentation, […]
July 4, 2016

Workforce Optimisation Week 2016

CallDesign have announced the details of Workforce Optimisation Week 2016. This years theme is ‘Connect” and its all about connecting with your peers and uncovering solutions to your problems by hearing […]
May 18, 2016

10 Workforce Management myths that hold organisations back

10 Workforce Management Myths that are holding organisations back Working within operational divisions of many organisations and in discussions on challenges with various people in many industries during my career; I’ve encountered […]
August 24, 2015

How call centre scheduling leads to a happy workforce

It’s really very simple-when those charged with providing a quality customer experience are happy, so are customers. It shouldn’t be such a foreign concept that call centre scheduling leads to […]
May 27, 2015

Workforce Optimisation Week 2015

In just a couple of months CallDesign will be conducting their famous Workforce Optimisation Week 2015 in Sydney from the 13th to the 17th of July. More than ever there […]
April 21, 2015

How Workforce Optimisation (WFO) can Boost the productivity of your back office

An introduction to Workforce Optimisation (WFO) As a little reminder for those who don’t work in this space, WFO is a strategy implemented to improve the efficiency and effectiveness of an […]
May 12, 2013

We survived Workforce Optimisation Week 2013 – Just!

Our camera's were rolling all day and night to bring you all the action from Workforce Optimisation Week 2013 including some very bad dancing.