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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
WFM+Payroll Working Together
The job of today’s workforce management (WFM) analyst within a contact center doesn’t look the same as ten years ago.
A role traditionally known...
Working with a BPO in a Digital World
The use of Business Process Outsourcing (BPO) providers by contact centers has skyrocketed, both due to a frenzied labor market and the explosion of...
