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How to Improve Contact Center Scheduling Practices

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...
How to Improve Contact Center Scheduling Practices

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...
Contact Center Pipeline Top 5 Blog Posts

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

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...
Contact Center Pipeline Top 5 Blog Posts

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 Contact Center Scheduling Practices

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...
How to Create the Right Forecast to Drive Customer Experience Success

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...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

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...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

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....
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

Insights from the SWPP Workforce Management Professional of the Year Award Nominees

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Scheduling Contact Center Resources Through Communication and Collaboration

Scheduling Resources Through Communication and Collaboration

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is...