Holiday staffing can be challenging at best in the contact center industry, especially if you are using inadequate WFM tools. Inaccurate forecasts can result in overstaffing or understaffing, driving up […]

In today’s highly competitive business climate, it is vital that you get maximum benefit from the technology you invest in – especially when it comes to tools like your workforce […]

The investment you make in recruiting and training contact center agents is significant, but what about your agent retention efforts? When your agents routinely leave for 25 or 30 cents […]

When you are working in your workforce management software or WFM tool, have you ever said to yourself: “If only it could do (blank)” or “Why can’t it do (blank)?” or […]

Back office scheduling can be challenging. Every organization is different, especially when it comes to staffing requirements and performance goals for your specific operational needs. Making sure you have the […]

“Did you really think we want those laws observed? said Dr. Ferris. “We want them to be broken. You’d better get it straight that it’s not a bunch of boy scouts you’re […]

Juggling laws, regulations, union contracts, time zones, overtime pay, and phone coverage for call centers adds to the complications of anyone in contact center management trying to develop a workload […]

In the contact center industry, like all personnel-intensive industries, enterprise workforce management (enterprise WFM) has become an ever increasing strategic focus for senior executives and entrepreneurs alike. Gains achieved through […]

Note: Part 1 of this 2-Part Series covered Features #1 through #5 of the “11 Key Features in a Fully Integrated WFM Suite”. The topics covered included: Hosted, Premise-Based and […]

A fully integrated workforce management suite gives your agents, their immediate supervisors, and your entire management team the complete set of tools they need to perform their jobs to the […]