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Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
Contact Center Scheduling Tip for Night or Graveyard Shift

Scheduling Tip: How to Treat Night and Graveyard Shifts

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a...
Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
Valuing Call Center Agents

Differentiator Series, Part 2: Valuing the Agent

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...

Workforce Management in the Omnichannel Age

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in April

Workforce management tips and takeaways were the topics on the Pipeline blog in April. WFM expert Tiffany LaReau’s insightful notes from the SWPP conference...
Minimizing Contact Center Costs

Driving Margins by Minimizing Contact Center Costs

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost...
SWPP 2017 Annual Conference Wrap-Up

Part 2: 2017 SWPP Annual Conference Wrap-up

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...
Society of Workforce Planning Professionals

2017 SWPP Conference: News & Notes from the Vendor Showroom

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions)...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in March

March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to...