Top 5 call center forecasting & scheduling articles for first half of 2012

We have seen tremendous interest in our Call Center Workforce Management blog over the last 6 months. We just compiled a list of our top blog posts based on page views. We also noticed that there was a lot of interest in “schedule adherence”. This still seems to be one of the key challenges for call centers. Here is the top 5 list in case you missed some of the articles:

  1. What is schedule adherence and why is it important for a call center?
  2. Call forecasting and call center scheduling spreadsheets? A few considerations.
  3. Contact Center scheduling and call forecasting overview
  4. Important call center metrics: Service Level
  5. Workforce Management: How to move from “reactive” to “pro-active” call center performance management
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