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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

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...
Simplifying Contact Center Remote Access

Simplifying Remote Access

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...

Workforce Management in the Omnichannel Age

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in April

Workforce management tips and takeaways were the topics on the Pipeline blog in April. WFM expert Tiffany LaReau’s insightful notes from the SWPP conference...