Tag: WFM
Healthcare Access Centers… Past, Present and Future
Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...
I’ve Looked at Clouds from Both Sides Now
In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...
Seven Ways the Pandemic Affected My WFM Role
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...
Important Trends in Workforce Management Technology
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...
Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree
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...
Redefining the Work Experience
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...
Contact Center Pipeline Magazine: Inside Our May 2020 Issue
"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...
Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree
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:...
Top 5 Posts in February
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...
Springing Forward Might Affect Contact Center Forecast Accuracy
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...
How AI Can Make the Holidays Bright
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...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Workforce Management Evolution
No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...
The Future of the Contact Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Top 5 Posts in July
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...
Revisiting Contact Center Schedule Adherence
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...
It’s Time to Bid Farewell to Excel-based WFO
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...
How to Make Contact Center Schedules Compliant
We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...
Top 5 Workforce Management Posts in 2018
Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any...
Top 5 Posts in November
Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
