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 costs, negatively impacting team morale, lowering productivity, and in the case of sales operations, such as ecommerce/catalog retailers, restricting potential sales revenue. That’s the last […]

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 management (WFM) system and its WFM forecasting tool. After all, you are investing in a toolkit that you will rely on to help control costs […]

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 an hour more at another contact center down the street or across town, that investment is wasted … money down the drain. Maintaining customer service […]

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 “I need it to do (blank)”? You sit there stuck, knowing full well that there isn’t time to submit an enhancement request to your WFM […]

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 right number of employees with the right skill sets scheduled to perform your back office functions at any given time can be daunting. The task […]

“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 up against … We’re after power and we mean it … There’s no way to rule innocent men. The only power any government has is the power […]

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 forecast and staff schedule. The complications multiply in a multi-channel contact center that also includes chat, email, text and social media channels. Let’s examine how […]

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 the efficient and effective management of your frontline staff (your contact center agents) can have a huge impact on your business, contributing to improved results […]