The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)
All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Weaknesses of an WFMer
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,...
WFMing on a Mac and in Excel Without Add-Ins
Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? ...
Workforce Management in the Omnichannel Age
Thank you for calling, your call is important to us, please wait for the next available agent… ♪
The contact center credo is simple: When...
Workforce Management Evolution
No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...
SWPP Conference (Day 1)
I'm back in Nashville for my favorite conference of the year, the SWPP Annual Conference. It's my favorite because this conference is full of...
Plan It, Prove It—A Vision for WFM
“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
The (Near) Death of WFM
If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....
Part 2: 2017 SWPP Annual Conference Wrap-up
Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
Two Steps That Will Improve Your WFM Outcome
Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
Rebooting Your Workforce Management Strategy
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...
WFM Human Factors
Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
WFM Excel Trick for Counting Days
I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices
Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...
30 Takeaways from the 2016 SWPP Conference
The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
5 WFM Things You Have to Do by Hand
I'm a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I...
5 Mistakes to Avoid When Scheduling with WFM
Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...
2017 SWPP Conference: News & Notes from the Vendor Showroom
Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions)...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees
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...
