Tag: workforce management
The Rocket Man and a Watershed Year
For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...
Healthcare Access Centers… Past, Present and Future
Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...
Get the Ball Rolling… 2021 Here We Come!
Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for...
The New World for Contact Centers May Be Where We Were Already Headed
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...
Contact Center Pipeline Magazine: Inside Our January 2021 Issue
Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...
I’ve Looked at Clouds from Both Sides Now
In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...
Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...
Seven Ways the Pandemic Affected My WFM Role
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...
Meet NICE inContact: Our November 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
NICE inContact CEO:
Paul Jarman When Founded:
1997 Describe your company:
NICE inContact, a NICE business, works with organizations of all sizes to create...
Contact Center Pipeline Magazine: Inside Our November 2020 Issue
Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
Rebooting Your Workforce Management Strategy
Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and...
Important Trends in Workforce Management Technology
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...
Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
Human Numbers CEO/Founder:
Tiffany LaReau, Certified Workforce Manager & Owner When founded:
2008 Describe your company:
We create forecasts, generate schedules and...
Redefining the Work Experience
As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees...
Nothing Ventured, Nothing Gained
You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...
Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
WFMSG (The Workforce Management Software Group) CEO/Co-Founders:
Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded:
2005 Describe your company:...
Springing Forward Might Affect Contact Center Forecast Accuracy
Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...
How AI Can Make the Holidays Bright
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Workforce Management Evolution
No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...