Tag: WFM

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...

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...

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

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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,...

First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...

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

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...

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....

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? ...