Workforce Management

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...

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...

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...

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:...

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...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

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...

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...

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...

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...

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...

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....

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...

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...

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,...

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

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...