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long-term-view

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...
High Agent Turnover

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 Call Center Agent Occupancy

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...
Underutilized Metrics

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...
Omnichannel: Tracking the Customer Experience

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 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

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 Prep

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

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...
Workforce Management Trust

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....
WFM on a Mac

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? ...