Today’s technology simplifies scheduling agents around vacation requests, historically a universal problem for centers due to last minute staffing issues that require supervisors to create and distribute new intra-day schedules and […]

Have you ever called customer service for a utility company or tried to place an order with a retailer only to suffer through their incredible wait times? How long are […]

The At-Home Agent Model continues to change call center operations. At-Home Agent Industry Leader, Michelle Rowan, predicts that the number of U.S. companies using the At-Home Agent model will increase […]

In the current economy, it is critical to ensure you are getting maximum benefit from your workforce management forecasting tool. Inaccurate forecasting can severely impact profitability. If call volume is […]

When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back […]

Holiday scheduling can be tricky and leave centers under- or overstaffed. For centers without an automated solution, last-minute staffing problems require supervisors to manually create, print and distribute new intra-day schedules, and […]

Making the right purchasing decision is always important for companies who are looking to upgrade or implement new technology. Today’s economy places additional pressure on companies to be more diligent when […]

Workforce management software tools are the most cost-effective and underutilized contact center software. More than 80% of contact centers employing over 500 agents have automated workforce management systems. The number drops […]

The 2009 World Contact Center Workforce Management (WFM) Systems Market, published by the PELORUS Group, states that “skills-based routing and scheduling are becoming more critical to contact center operations, driven largely by […]

According to the 2009 World Contact Center Workforce Management Systems Market report by the PELORUS Group, smaller call centers are thriving and companies are increasingly favoring multiple small contact centers […]