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Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
5 Mistakes to Avoid When Scheduling with Workforce Management - WFM

5 Mistakes to Avoid When Scheduling with WFM

Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...
5 WFM Things You Have to Do by Hand

5 WFM Things You Have to Do by Hand

I'm a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I...
SWPP Conference Image

30 Takeaways from the 2016 SWPP Conference

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
The Near Death of Workforce Management

The (Near) Death of WFM

If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....
Call Center Outsourcing Decisions

Plan It, Prove It—A Vision for WFM

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
Author Q and A

OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...
Video Interview with Kristi Holcombe, Director of Workforce Management, Travelersvideo

Executive Talk: Kristi Holcombe, Travelers

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
The Ugly Truth About Call Center Agent Occupancy

The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
multitasking-and-long-term-planning

Multitasking and Long-Term Planning

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...