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 […]

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 Mobile WFM Performance Management Forecasting and Scheduling Intraday Management Real-Time Adherence Click here to go to Part 1 if you haven’t already read it to learn […]

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 best of their abilities. Workforce Management (WFM) is the set of processes (manual, automated or a combination of both) that an organization uses to maximize […]

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 sake of appearance and the consumer is left with a product that does not deliver on its promises. Technology is no exception. When consumers opt […]

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 many companies rely on marketing and advertising to deliver their message rather than positive results from their products. Not all Workforce Management suites are reliable. […]

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 filling a bus to emphasize the importance of having the right people, in the right place, at the right time. Collins researched the pathway companies […]