Tag: WFM

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

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...

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...

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:...

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...

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...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

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

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

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...

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...