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?

April 8, 2015
Q&A

Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?

February 4, 2015
Q&A

What is the difference between WFM and WFO?

December 3, 2014
Q&A

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?

October 15, 2013
Q&A

Workforce management applications: Cracking the productivity code

August 15, 2013
Contact Center, Publications, Workforce Management

Workforce Management: Better but Not Good Enough – What makes an ideal solution?

July 1, 2013
Contact Center, Publications, Workforce Management

Balancing Staff Optimization and Agent Schedule Preferences

October 25, 2012
Contact Center, Publications, Workforce Management

The Revitalization of the Workforce Management Market

September 1, 2012
Contact Center, Publications, Workforce Management

Top 6 Trends in Contact Center Workforce Management Solutions

July 12, 2012
Contact Center, Publications, Workforce Management

The Workforce Management Overstaffing Problem

May 29, 2012
Contact Center, Publications, Workforce Management