Workforce Management

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin...

The idiom “in demand” is defined as “greatly sought after, designed, or required by many people. Sometimes it is used with the modifier “high”...

Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our...

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to...

Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH). Proponents argue that...

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in...

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving...

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well...

Everyone likes simplicity, especially in the world of customer service. The best contact center agents will simplify difficult situations for callers, and smart contact...

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater...

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in...

Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played...

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...

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...

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...