Workforce Management

Through a pandemic, the Great Resignation, and difficult economic conditions, an age-old contact center challenge has become more complex: agent retention. According to Forrester,...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

When we think about customer experience (CX), it’s easy to focus on support agents, chat tools, or self-service apps. But here’s the truth: behind...

Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking...

Managing contact centers has always been challenging. Juggling customers’ and agents’ needs under tight budgets and timelines. Ensuring the right numbers of qualified staff...

Workforce management (WFM) is the bedrock of contact centers. Every thriving call or contact center has a foundation of solid WFM, the true backbone...

Here’s a scene most of us can recall far too well. You’re on the line with customer service, stuck on hold, all because you...

Welcome to workforce management’s (WFM’s) new era! It’s a tremendous and opportunistic time in which WFM solutions are being used to build employee engagement...

The unpredictability of idle time among contact center agents has always posed a challenge for workforce managers and planners. A little downtime between customer...

In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited—and the thinking...

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...

In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought. To paraphrase...

Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...

Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...

WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions. The...

Workforce management (WFM) software was developed in the 1970s. It grew from a mainframe product into computer software and eventually became a cloud service....

Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...

I used a roundtable approach in writing this to collect input from a group of friends. Workforce management (WFM) doesn’t fundamentally change year-over-year, which...

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...