SWPP-Conference-Day3

SWPP: Ask The Workforce Wizard

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...
SWPP-Conference-Day3

SWPP: WFM Quick Tips & Brain Food

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...
SWPP-Conference-Day3

SWPP: Day 3 Updates: Chat Trend & Blanket Update

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...
SWPP-Conference-Day3

SWPP: Kicking Off Day 3 with Games and Takeaways

News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center...
SWPP-Conference-Day2

SWPP: A Few Final Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: I went to "How Interval Shrinkage Improves Forecasting" by Annie Love and...
SWPP-Conference-Day2

SWPP: WFM Professional of the Year & More Conference Notes

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional...
SWPP-Conference-Day2

SWPP: More News and Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: WFM Certification news! SWPP has extended the deadlines and now you have...
SWPP-Conference-Day2

SWPP Day 2 News and Notes

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler's headache: If you don't give employees the break they want,...
SWPP-Conference-Day1

SWPP Day 1 Review: WFM, Moonshine and Juggling

First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...
SWPP-Conference-Day1

SWPP Conference (Day 1)

I'm back in Nashville for my favorite conference of the year, the SWPP Annual Conference. It's my favorite because this conference is full of...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...