A curated, vetted library of free white papers, research reports, PDF guides, and best-practice resources on workforce management — handpicked from leading global publishers, vendor research, and industry bodies.
This library brings together the most useful free workforce-management research we have found, in one place — practitioner white papers, vendor research, academic papers and best-practice guides from ICMI, NICE, Genesys, Calabrio, Aspect, SWPP, McKinsey, Deloitte, Call Centre Helper and others. It spans the full WFM discipline: demand forecasting and Erlang staffing, shift and break scheduling, real-time adherence and intraday management, shrinkage and occupancy, service-level measurement, workforce optimisation, and the growing role of AI in scheduling. Every entry links straight to the publisher’s original — nothing here is gated, hosted or resold — and the list is reviewed and extended as new material worth reading appears. It is the same reference shelf we draw on in our own WFM advisory work.