Eight scheduling mistakes to avoid

Chris Dealy Workforce Management Nov 26, 2015 14 min read

Resource Planning is a complex topic. There are numerous stakeholders and multiple, sometimes conflicting, objectives. In the heat of the battle, even seasoned practitioners forget the good practice that they have learned, ignore some key principles and fall into bad habits. In this post we draw on the experience of the InVision team and that of several industry experts to enumerate some of the mistakes that we have seen - and give some tips on how to correct them.

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How can I reduce idle time in my call centre?

Darren Deehan Workforce Management Sep 23, 2015 4 min read

They say that the devil makes work for idle hands, which basically means if you have nothing to do you will get up to no good. I'm sure we can all relate to that in some fashion.

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Utilizing slant schedules for improved efficiency

Joshua Heffner Workforce Management Sep 10, 2015 2 min read

Many contact centers find that the predictability of traditional 5x8 schedules are an attractive quality of life feature for their staff. Unfortunately, while these types of shifts are an easy solution when the weekly demand curve is flat, for many workforce planners, the demand curve looks more like this:

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Why do people love working for InVision Group?

Chris Dealy No-Management Jul 14, 2015 13 min read

Ask any of our employees and they’ll tell you that InVision is not a regular IT company. This year we may be celebrating 20 years of developing sophisticated Workforce Management (WFM) software applications, but we continue to embrace the latest techniques, we have a refreshingly dynamic company culture and a brilliant working environment.

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Companies perform better with No Management

Chris Dealy No-Management Apr 09, 2015 6 min read

Sounds a bit like a Brave New World, doesn’t it? At InVision, we have embraced the No Management organisation model and we are already reaping the rewards. More importantly, so are our customers. What does an organisation without a traditional management hierarchy look like and could you apply the principles to your organisation?

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