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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

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

Opportunities for AI in the Contact Center

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...
What to Do When Everyone Hates Their Schedules

What to Do When Everyone Hates Their Schedules

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...
How to Improve Contact Center Scheduling Practices

WFM Q&A: Data Cleaning

My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...
Two Steps That Will Improve Your WFM Outcome

Two Steps That Will Improve Your WFM Outcome

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
How to Improve Contact Center Scheduling Practices

How to Improve Scheduling Practices

Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

News and Notes from the 2018 SWPP Conference Showroom Floor: A Vendor Comparison Analysis

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

News and Notes from the 2018 SWPP Conference

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy....
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Scheduling Contact Center Resources Through Communication and Collaboration

Scheduling Resources Through Communication and Collaboration

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is...

Scheduling Flexibility: Tips to Empower & Engage

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the...
Consultative WorkForce Management

Consultative WFM

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Top 10 Posts of 2017

Top 10 Posts of 2017

The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
Contact Center Scheduling Tip for Night or Graveyard Shift

Scheduling Tip: How to Treat Night and Graveyard Shifts

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a...
Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in June

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...