Tag Archives | Workforce Management
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?
Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?
What is the difference between WFM and WFO?
We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?
Use workforce management in your contact center to increase productivity.
Workforce Management: Better but Not Good Enough – What makes an ideal solution?
Balancing Staff Optimization and Agent Schedule Preferences
The Revitalization of the Workforce Management Market
Top 6 Trends in Contact Center Workforce Management Solutions
The Workforce Management Overstaffing Problem
Use workforce management to improve agent satisfaction.
Learn about contact center workforce optimization.
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 […]
The Golden Age of WFM
Is it beneficial to allow agents to bid for shifts? If yes, what are the benefits? I find it to be more administrative work within my workforce management (WFM) solution.
Benchmark Study of Contact Center Workforce Management: A Mission-Critical but Flawed Tool
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?