Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and Chaos. Tiffany then dives into another side of WFM, specifically the name itself and why it is both misleading and in need of an update.
Next, Donna shares insights from DMG Consulting’s annual global survey on key contact center goals for 2025.
Over to Kathleen, who outlines how you can turn your center into an operational powerhouse of scalability, capability, and profitability.
Regal wraps up the top 5 with a topic that is never far from our minds these days, AI, and presents us with their No-BS Guide to Rescuing Your Contact Center with AI, where they share what is possible for your center. Enjoy our March Top 5!
The Keys to WFM Success
WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions. The definition has stood the test of time and continues to be a fairly accurate representation of what we do as WFM professionals.
Vision 2025
In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business goals and technology investment priorities for the upcoming year. This year, we also asked participants about their expectations regarding the potential and benefits of artificial intelligence (AI), as this is currently the hottest topic in the service industry.
Elevate Your Contact Center to an Operational Powerhouse…
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business, a Contact Center has the potential to be a true “powerhouse.”
A No-BS Guide to Rescuing Your Contact Center with AI
Let’s be clear about something. AI is not going to steal your job.
BUT…
It might steal your business.
10 Reasons Why WFM Deserves a Better Name
Workforce management (WFM) software was developed in the 1970s. It grew from a mainframe product into computer software and eventually became a cloud service. Over the past 50 years we improved features, streamlined functionality, and perfected the user interface, but it always kept that same old name, and that naming convention comes with some baggage.
