Tag: WFM

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...

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...

It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules...

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