Tag: staffing
Involve Agents in the Scheduling Process
You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...
Handling a Severe Staffing Shortfall
Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re...
The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)
All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Managing Seasonal Call Volume
It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little...
Staffing an Omnichannel Operation
Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered...
Multitasking and Long-Term Planning
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...
WFM Human Factors
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...
WFM Budget Preparation: Calendar Days
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...
Snooze Alert! Yup… I’m Talking About Data
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...
What? You Don’t Trust Your WFM System?!
If you feel like your WFM system just doesn't give you the right net staffing, here is the approach I take to fixing it....
WFMing on a Mac and in Excel Without Add-Ins
Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? ...
