Free WFM Health Check
A 5 area review of your planning. Free, private, printable.
Start the Health CheckBuilt around real-world Workforce Management challenges.
Your WFM Toolkit,
in One Place.
Plan smarter, forecast accurately and manage workforce performance with practical WFM tools, professional Excel templates and real-world guidance.
Book a Free Consultation CallNo signup for core tools. No installation.
WFM Helper / Toolkit
Illustrative sample data
240 contacts in a 30 minute interval, 300s AHT, 80/20 target, 30% shrinkage.
Required agents
46
Service level
82.2%
Occupancy
87.0%
Required agents by interval, staffed to the same 80/20 target.
Live tool, calculated in your browser
Start here
Role Fit
Find the WFM role that fits your skills.
Check your Role FitInterview Q&A
Practise real WFM interview questions with model answers.
Practise questionsFree WFM Tools
19 calculators that run in your browser.
Explore toolsExcel Templates
Practical templates built from real operations.
Browse templatesPro Toolkit
See what is coming and join the waitlist.
See Pro ToolkitFree Consultation Call
Your first 30 minute call is free.
Book a call19 free WFM tools
Runs in your browser, no signup
Real-world worked examples
Career-focused learning
Practical answers, live
WFM Toolkit
From a single interval to your next workforce plan, start with the question you need to answer.
Erlang C Staffing Calculator
Translate contact volume into the staffing your service target needs.
Open toolShrinkage Calculator
Account for off-phone time before committing your staffing plan.
Open toolAbsence Buffer Calculator
Plan a staffing buffer for unpredictable absence.
Open toolCapacity Planning Calculator
Connect forecast demand to a practical monthly capacity plan.
Open toolVolume Forecasting Toolkit
Compare forecasting methods against your own history.
Open toolShift and Break Optimizer
Align shift starts and breaks with interval demand.
Open toolService Level Recovery Calculator
See the service level needed to recover your monthly target.
Open toolRole Fit Assessment
Compare your experience with a WFM role and identify where to focus next.
Check role fitPractitioner-built spreadsheets
Featured Excel templates
Free
Shift Coverage Planner (Excel Template)
Build a workable weekly roster and see where staffing misses demand.
- 7-day shift and week-off roster
- Half-hour coverage checks, including 24-hour operations
- Designed for WFM planners and scheduling teams
Coming soon
WFM Helper Pro
A connected toolkit for the planning models you return to every month.
- Capacity Plan + Erlang A workbook
- Forecast Cascade
- Shrinkage Tracker
- RFP Staffing Sizer
Choose your path
WFM Professionals
Work through everyday planning questions with focused calculators and Excel models.
WFM Leaders
Make capacity, staffing and performance decisions with clear planning assumptions.
WFM Job Seekers
Prepare for interviews, understand the terminology and assess your next role.
Check your Role FitThe thinking behind the numbersRead the Knowledge Hub
Knowledge Hub
Forecasting and CapacityScheduling and ShrinkageIntradayService Level and MetricsCareerCase studies
Service Level Formula: How to Calculate It, and What 80/20 Really Costs You
How to calculate call centre service level, why abandoned calls change the number, how an 80% display can mean 64%, and what 80/20 vs 70/30 vs 90/20 means for headcount with a worked Erlang C example.
Read articleShrinkage in BPO: Formula, Planned vs Unplanned, and a Worked Example
How to calculate shrinkage in a BPO or call centre, with a 50 agent worked example, the planned and unplanned split, the attrition mix-up and what shrinkage does to your roster.
Read articleWhat Is WFM? Workforce Management Explained (Why 150 Calls Need 52 Agents)
What is WFM? A plain-English guide to workforce management, with one worked example: how 150 calls in 30 minutes turn into 52 people on the roster.
Read articleA practical next step
AI + WFM
Career insight today. More planning support in development.
Try Role FitForecast analysis assistant
In developmentAutomated reporting
In developmentStaffing scenario analysis
In developmentKeep your WFM toolkit growing
Get the free Shift Coverage Planner plus occasional practical WFM tips. No spam.