Tiffany LaReau

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)...

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

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

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...

Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...

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...

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...

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...

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...