workforce management
Plan and Measure = Pleasure
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...
5 Important Trends That Impact Contact Centers Today and into the Future
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
Top 5 Posts in September
The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...
What to Consider Before Buying WFM Software
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...
WFM Q&A: Data Cleaning
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...
Top 5 Posts in July
Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...
Two Steps That Will Improve Your WFM Outcome
Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
Top 5 Posts in June
June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
How to Improve Scheduling Practices
Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...
Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
News and Notes from the 2018 SWPP Conference Showroom Floor: A Vendor Comparison Analysis
I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...
News and Notes from the 2018 SWPP Conference
This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy....
