Don't miss out on the latest insights, best practices and expert advice around WFM.
Subscribe to the blog

6 Signs that your Employees are Disengaged

5 min read
6 Signs that your Employees are Disengaged

Employee engagement can be a huge problem. The latest employee engagement trend report by Quantum Workplace reports that 30% of the workforce is moderately engaged at best (that is 1 out of 3 employees!). Another study, by Cornell University, reports that contact centers experience a 25% to 33% attrition rate on average. But depending on the size of the center and the industry, average turnover rates are between 45% and 60%. In extreme cases, turnover rates have even exceeded 100%; that means the entire workforce was replaced within one year.

Read more ...

Top 5 WFM Tool Features to Boost Schedule Efficiency

5 min read
Top 5 WFM Tool Features to Boost Schedule Efficiency

In our blog post “Call center scheduling: 2 simple methods to measure efficiency” we have already mentioned that scheduling is one of the most complex tasks in a contact center. That’s why to measure and maintain schedule efficiency, you may require workforce management (WFM) software. While there are a lot of great WFM applications out there, they are often loaded with features that are hard to understand. We have consolidated our top 5 features that you should focus on when schedule efficiency is your main goal:

Read more ...

1 2 3 4 5 ··· 22