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Everything a customer support team needs to thrive

calculator
Erlang C calculator

Optimize your staffing levels and meet SLAs by accurately predicting agent needs with this Erlang C calculator.

template
WFM RFP template

Streamline your RFP process with this template that outlines key WFM platform features for modern support teams.

template
Capacity planner template

Use this template to plan capacity, predict staffing needs, and meet SLAs efficiently with clear, defined metrics.

template
BPO RFP Template

Streamline your BPO RFP process with a template that outlines critical features for outsourcing partnerships.

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WFM 101

Your guide(s) to world-class customer support

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On-demand webinars to watch at your leisure

industry insights

How to win at customer support operations: 5 tips for support operations leaders

industry insights

Building a seamless support team: the intersection of people and AI, with Assembled and Salesforce

industry insights

The new way to staff for Omni-Channel in Service Cloud: A Q&A with Autodesk Construction Cloud

industry insights

Deliver a Customer-first AI Strategy with Best-in-category Solutions

industry insights

A New Vision for Workforce Management with WFM Expert Brad Cleveland

Assembled University

Decoding Agent Adherence for Your Support Team

Assembled University

Diagnosing SLA for Your Support Team

Assembled University

Forecast Enablement Session

industry insights

How Sana Benefits Supercharged Their Customer Experiences

industry insights

Let's Talk AI with Jasper

Assembled University

Performance Reporting Enablement Session

Assembled University

Preparing for the Holidays

industry insights

Rethinking AI: From Basic Deflection to Meaningful Automation

Assembled University

Scheduling Made Simple

Assembled University

Vendor Management

industry insights

WFM Hot Takes

WFM 101: required reading

General
How do you evaluate WFM vendors?
General
What is workforce management?
General
What is Intraday Schedule Management?
forecasting
Forecasting for your support team
forecasting
What is short term forecasting?
FORECASTING
What is capacity planning?
FORECASTING
What is special event forecasting?
FORECASTING
How do you use Erlang C to plan staffing?
reporting
Diagnosing your SLA
reporting
What is realtime management?
reporting
What is time management?
reporting
What is schedule building?
reporting
What is time off management?
Scheduling
What is schedule adherence?

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