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Tag Archives | Workforce Management

What’s New with Workforce Management?

What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
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The Uberization of Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
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Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)

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I run a small contact center with 22 agents. I’d like to use WFM but am wondering if it will deliver benefits to my organization. Can you tell me what benefits I should expect and also what I should be concerned about?

I run a small contact center with 22 agents. I’d like to use WFM but am wondering if it will deliver benefits to my organization. Can you tell me what benefits I should expect and also what I should be concerned about?

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A routine challenge we come across is efficiently managing our seating inventory for 3 facilities and across 2,500 IT resources. Typical challenges include finding out “at-a-glance” about available seats at any given point in time, ongoing management of seat assignments across current staff, new hires, exiting staff, various business units, finding out seat histories (everyone who was assigned a particular seat number), and generating reports related to all of these aspects. We currently undertake these activities manually on Excel spread sheets, and with the help of very basic in-house developed software, but are searching for a more meaningful solution, and were wondering if you could recommend a technology-based solution.

A routine challenge we come across is efficiently managing our seating inventory for 3 facilities and across 2,500 IT resources. Typical challenges include finding out “at-a-glance” about available seats at any given point in time, ongoing management of seat assignments across current staff, new hires, exiting staff, various business units, finding out seat histories (everyone […]

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What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

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