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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...
Scheduling Flexibility: Tips to Empower & Engage

Scheduling Flexibility: Tips to Empower & Engage

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: 3 Practices for Retaining Top Talent

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no...
The Impact of Chaos on Contact Center Operations

Now What? The Impact of Chaos on Contact Center Operations

We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Consultative WorkForce Management

Consultative WFM

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Top 10 Posts of 2017

Top 10 Posts of 2017

The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...