Tag: workforce management

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...

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...