WFM Hub
Workforce management, made simple
Workforce management, made simple,
Work out how many people you need, the service you can deliver and what it all costs, in minutes and without a spreadsheet.
4 tools are free to use now. Members get every tool in full.
Every tool here is included in your membership. Pick your question and go straight to the right one.
In this hub
- 11online WFM tools and calculators
- 4free to use, no account needed
- 15plain-English guides to WFM terms
- 25%off live WFM training for members
- 10full-version WFM tools, all included
- 9everyday WFM questions answered
- 15plain-English guides to WFM terms
- 25%off live WFM training
Switch to your Individual Membership to use these tools,
You are signed in with the admin account for ’s ACXPA Membership. The WFM tools open from an Individual Membership.
If you’ve allocated yourself an Individual Membership, use Switch Account at the top of the page. If not, allocate one from your membership dashboard.
4 tools are free to use right now
Try the Erlang C calculator and the basic cost and turnover calculators. No account needed.
Members unlock all 11 tools in full, plus 25% off live WFM training.
Ready for the full planning toolkit, ?
Your free account covers the Erlang C calculator and the basic cost and turnover calculators.
Upgrade to unlock the staffing, service level, shrinkage and interval planners, the full calculators and 25% off live WFM training.
Every tool here is yours in full,
Pick the question you need answered below. You also get 25% off live WFM training.
Full access through ,
Every tool in this hub is unlocked for you, along with 25% off live WFM training. Pick what you need below.
Welcome, , from
Every tool here is open to you. They are the same tools contact centres use to plan staffing and service every day.
👉 Start here
What do you need to work out today?
Pick a question and we’ll take you to the right tools.
Staffing & capacity
Service & performance
Costs & turnover
Staffing & capacity
Work out how many agents you need
Enter your contacts, handle time and service level target. The simulator shows the agents you need, with occupancy and wait times.
Tools for this
Need a refresher? Read the plain-English guides
Staffing & capacity
Get your shrinkage right
Shrinkage is the paid time your people aren’t available to take contacts. Get it wrong and every staffing number is wrong too.
Tools for this
Need a refresher? Read the plain-English guides
Staffing & capacity
Size your team for email, cases and messaging
Turn email, case, ticket and messaging volumes into the FTE you need. Built for capacity planning rather than real-time queues.
Tools for this
Need a refresher? Read the plain-English guides
Service & performance
See the service level your team can deliver
Enter the team you have today and see the service level, wait times and occupancy to expect.
Tools for this
Need a refresher? Read the plain-English guides
Service & performance
Plan a busy day, interval by interval
Test what happens when volume, handle time or staffing changes across the day, before it happens.
Tools for this
Learn it live
Need a refresher? Read the plain-English guides
Service & performance
Find who needs coaching, and who to recognise
Paste in your team’s results and see who sits well above or below the average, so coaching time goes where it counts.
Tools for this
Need a refresher? Read the plain-English guides
Costs & turnover
Work out what an employee really costs
The fully loaded cost per year, hour and minute, for budgets, business cases and outsourcing comparisons.
Tools for this
Costs & turnover
Put a price on wasted call time
A few avoidable seconds on every call add up. See the cost in dollars and in full-time staff.
Tools for this
Need a refresher? Read the plain-English guides
Costs & turnover
Measure turnover and what it costs you
See your retention and attrition against contact centre benchmarks, then the cost of every person who leaves.
Tools for this
Need a refresher? Read the plain-English guides
Know which tool you need? Here they all are
Grouped by what you’re working out.
Staffing & capacity
How many people you need, and how much of their time is really available.
Service & performance
The service your team can deliver, hour by hour, and who needs coaching.
Costs & turnover
What your people and their time really cost, and what turnover costs you.
Want to see why 15 agents is never enough?
Justin Tippett walks through Erlang C with one simple scenario. See what one late agent, 20 extra seconds of handle time or 10% more calls really does to your service level.
See what it coversWant to see why 15 agents is never enough?
Justin Tippett walks through Erlang C with one simple scenario. Upgrade your membership to watch it, then run the same numbers on your own centre in the WFM Hub.
See what it coversWant to prove what any change will do to wait times?
Erlang C explained in 12 minutes. Every scenario comes from the Service Levels Simulator, so you can run the same numbers on your own centre straight after.
Watch the Member ByteNew to WFM?
Learn the language in plain English
Every term you’ll meet in this hub, explained simply with examples. Free for everyone.
Want to learn WFM from the experts?
, want to learn WFM from the experts?
🏷️ ACXPA members save 25%
🎉 Your 25% member discount is ready
Live, online WFM courses from CX Skills, delivered by WFM specialists Call Design. For team leaders, WFM teams, real-time analysts and managers.
Anyone can book. ACXPA members save 25% on every public course.
Book through the links here while you are signed in and the 25% comes off at checkout.
Live Upcoming Public Courses
Buy a single ticket, or book several for your team.
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Coming next
Daily Roster Wizard
Schedule breaks across the day to protect your service level. Is there a planning tool you wish existed? We’d love to hear it.
