i am in desparate need of help.

What apps are out there to assist with planning shifts in line with busness need ie: call volums vs agents etc.???

What do people use?

Hello Becky,

It depends entirely what you are looking for but there are various software applications such as:
Erlang http://www.erlang.com/calculator/call/
Blue Pumpkim
Genesys Workforce Management
TCS Call Centre Calculator

These are but a few of the many options available.

Regards
Christopher Mills

http://www.diagnosticstrategies.com/traffic_modeling.htm
http://www.diagnosticstrategies.com/easyerlang.htm

Major WFM Suppliers:

IEX Totalview - www.iex.com (or www.quality-plus.co.uk for the UK)
eWFM (Formally TCS) - www.aspect.com
Q-Max - www.q-max.co.uk
Blue Pumpkin - www.blue-pumpkin.com
Pipkins - www.pipkins.com
Imaj - www.imaj.co.uk
Genesys - www.genesyslab.com

Are you from Orange UK? If so you already have Q-Max???

{Soapbox rant}

But why would she want to use it!

{Get's off soapbox}

DaveA