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.,...
Moving Forward: What Will 2024 Bring For Contact Centers?
Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?”
New methods and promising notably artificial intelligence (AI)-driven...
Gardening the CX
When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...
The Benefits of Prioritizing Employee Needs
The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are missing out on a significant source of strong talent and...
Enabling Productive Solutions
There continues to be many and, if anything, more and expanded ongoing conversations and examinations on how to ensure contact center agent productivity.
For good reason. Today’s business environment is marked with multiple challenges...
Top 5 Posts in June
AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...
