Tag: workforce management

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...

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

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...

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...

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...

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:...

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...

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...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....

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...