There are numerous examples of products that are attractive on the outside but inadequate on the inside, including workforce management software or WFM Solutions. Functionality can be compromised for the […]

Let’s face it – marketing and advertising drive sales in most industries. Experts assert that on average, companies allocate approximately 7% of revenues for marketing initiatives. Competition is tough and […]

Contact Center Workforce Management is a game changer when it comes to maximizing profits and limiting spending. In Jim Collins seminal book “Good to Great”, he used the analogy of […]

Companies are being impacted by new legislation that influences hiring and scheduling decisions. Any company with the equivalent of 50 or more full-time employees will be affected by new mandates. […]

Companies purchase software to find solutions for specific problems. However, once the purchase is completed and the problem solved, many companies never take full advantage of their solution, or fail […]

Technology, including advancements in agent scheduling, has enabled contact centers to integrate remote agents into their labor pool. The use of at-home agents continues to rise as more companies experience […]

Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications […]

Anyone who has worked in contact center WFM and been responsible for ensuring that the right number of agents are in their seats at the right time can tell you […]

A tipping point is defined as the moment at which something becomes irreversible and unstoppable. Tipping points occur because momentum builds, and a build-up of minor changes or incidents reaches […]

In the current economy, many companies are struggling to stay competitive and meet customer service levels. All expenditures, including your WFM purchasing decision, must count toward increased productivity and provide […]