Tag: WFM

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...

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...