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Contact Center Experimentation: A scientific test and learn approach to contact centers

Experimentation… Why Not?

Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There...
A Guide to Determining Call Center Staffing Needs

A Guide to Determining Staffing Needs

There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....
Training Budget Part2

The Cost of Attrition

It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in April

April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and...
SWPP Conference Image

30 Takeaways from the 2016 SWPP Conference

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
The Near Death of Workforce Management

The (Near) Death of WFM

If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....
Call Center Outsourcing Decisions

Plan It, Prove It—A Vision for WFM

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...
Author Q and A

OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...
long-term-view

Involve Agents in the Scheduling Process

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...
Video Interview with Kristi Holcombe, Director of Workforce Management, Travelers

Executive Talk: Kristi Holcombe, Travelers

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
The Ugly Truth About Call Center Agent Occupancy

The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
multitasking-and-long-term-planning

Multitasking and Long-Term Planning

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in May

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
WFM Budget Prep

WFM Budget Preparation: Calendar Days

Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...