Tag: WFM

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...

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...

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...

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...

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....

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...

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...

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...

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...

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

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...

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...

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a...