Verint
Home Tags Workforce management

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...
Contact Center Pipeline Wall of Fame

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...
Leading with Empathy, November 2020 Feature

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,...
Contact Center Pipeline Wall of Fame

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...
Contact Center Risk Taking

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...
2020 Sponsor Wall of Fame

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

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...
Do NOT follow this link or you will be banned from the site!