Workforce Management

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...

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...

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...

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)...

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...

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...

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...

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...

If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...

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...

Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...

People are surprised when I tell them I was a History major in college. They typically laugh nervously and say things like, “But… you’re...

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...