Verint
Home Tags WFM

Tag: WFM

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...
Workforce Management 4th of July

2015 Tricky Holiday Winner: Independence Day

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in March

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference,...
Snooze Alert

Snooze Alert! Yup… I’m Talking About Data

People are surprised when I tell them I was a History major in college. They typically laugh nervously and say things like, “But… you’re...
SWPP-Conference-Day3

SWPP: Workforce Manager Salary Poll Results

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...
SWPP-Conference-Day3

SWPP: 2015 WFM Pro of the Year Winner & Finalists Share Tips & Nightmares

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...
SWPP-Conference-Day3

SWPP: Ask The Workforce Wizard

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...
SWPP-Conference-Day3

SWPP: WFM Quick Tips & Brain Food

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...
SWPP-Conference-Day3

SWPP: Day 3 Updates: Chat Trend & Blanket Update

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...
SWPP-Conference-Day3

SWPP: Kicking Off Day 3 with Games and Takeaways

News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center...
SWPP-Conference-Day2

SWPP: A Few Final Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: I went to "How Interval Shrinkage Improves Forecasting" by Annie Love and...
SWPP-Conference-Day2

SWPP: WFM Professional of the Year & More Conference Notes

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional...
SWPP-Conference-Day2

SWPP: More News and Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: WFM Certification news! SWPP has extended the deadlines and now you have...
SWPP-Conference-Day2

SWPP Day 2 News and Notes

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler's headache: If you don't give employees the break they want,...
SWPP-Conference-Day1

SWPP Day 1 Review: WFM, Moonshine and Juggling

First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Coffee Anyone

Coffee, Anyone?

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks...
Workforce Management Trust

What? You Don’t Trust Your WFM System?!

If you feel like your WFM system just doesn't give you the right net staffing, here is the approach I take to fixing it....
WFM on a Mac

WFMing on a Mac and in Excel Without Add-Ins

Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? ...