VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 3
Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they need to engage with customers, facilitated by workforce management (WFM)...
VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 2
Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX).
But these hard-working and dedicated professionals are facing multiple challenges...
VENDOR ROUNDTABLE: How Contact Centers Can Have Available Quality Agents – Part 1
Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always been the fundamental challenge facing contact centers.
But every indication...
The Workforce Management Journey
For me, the best way to look through the past 15 years in workforce management (WFM) is to look through my notes from the conferences I attended, especially SWPP, Contact Center Expo, and the...
Top 5 Posts in February
Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...
A Deep-Dive into WFM: The Forecast Algorithm
If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and then we track all of that in real-time and report...
Put on Your Skates! The Business/Employment Climate is Changing
Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating their cultures, how they hire and manage, and how they...
Top 5 Posts in January
Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...
Why WFM Matters
After being in WFM for over 15 years I’ve come up with a few answers to “So what do you do?” If I want to sound complicated and shut down the conversation I reply,...
Taking WFM to the Cloud
The cloud has become a viable, established, reliable, and flexible environment for contact center workforce management (WFM) applications. One that has proven itself during the COVID-19 pandemic. Just ask TrialCard.
TrialCard, based in Morrisville, N.C.,...
