Workforce Management

Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.” The competition for contact center resources has never been greater; this puts contemporary...

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents...

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition, market shares, trends, drivers and obstacles. The reports are quantitative...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is...

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that...

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and...

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect orders Lost shipments Website problems Higher customer contact volumes Agent sickness and holidays Holiday season...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling...

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center...

The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level being the main difference. That is because, regardless of the...

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. Following are five over-arching...

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a WFM request for proposal (RFP) questionnaire with multiple vendors. Give...

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly and optimizing schedules until there’s nothing left of extra capacity....

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked the questions: “What makes your product different from the other...

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy. I hit as many sessions and vendors as I could,...

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time...

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is staring us right in the face. We all know our...

Interviewer: What are your greatest strengths? Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything! Interviewer: Okay, what are your greatest weaknesses? This is not the interview part...

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the...