Tag: workforce management

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level...

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a...

My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...