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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? ...