The Power of Cross-Industry Benchmarking
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...
The Irony of CX … Vision or Hallucination?
Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...
Sun Tzu and the Art of Contact Center Planning
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
To paraphrase...
Top 5 Posts in March
Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...
Augmenting The Workforce
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...
The Keys to WFM Success
WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions.
The...
10 Reasons Why WFM Deserves a Better Name
Workforce management (WFM) software was developed in the 1970s. It grew from a mainframe product into computer software and eventually became a cloud service....
Top 5 Posts in January
Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...
2025 Trends in WFM
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...
Top 5 Posts in December
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...
Top 5 Posts in September
This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...
Improve Productivity, Improve ROI
In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact...
Lifting Agility
In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation...
Overcoming the Workforce Challenges
Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...
Yes, There’s an App For Mobile WFM
Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment,...
August Pipeline Puzzle: It’s a Forecaster’s Job To Be Wrong
Tune in tomorrow for the answers!
Top 5 Posts in July
Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an...
