Tag: forecasting

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...

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

Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...

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...

There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....

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

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

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...