Call center planning for success

Charles Watson Workforce Management Oct 31, 2017 12 min read

One of the value-adding functions in Workforce Management (WFM) is our ability to provide a realistic cost of labor for the contact center.  Developing call center budgets can be extremely complex with a push and pull between what the senior leadership wants and what it really takes to run the business. 

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How to create a successful WFM strategy in your contact center

Charles Watson Workforce Management Oct 18, 2017 15 min read

Recently, we’ve seen a trend of organizations starting to shake up their organizational structure.  As competition heats up for attracting and retaining top talent, businesses need to continue to evolve how they operate.  This will of course also affect your workforce management (WFM) strategy...  

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How to use psychology to increase schedule adherence

Scott Zaleski Workforce Management Oct 09, 2017 13 min read

Before encouraging staff to adhere to a schedule it is important to have an adherence goal.  This will be different for every contact center.  Variables such as average handle time and average commute to work will play a factor in determining your adherence goal.  Once you have a goal in mind, this paper will help you get the results you want.

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Understanding what powers your contact center forecast

Craig Hunter Workforce Management Sep 19, 2017 7 min read

For many readers, the process of getting historical data from your automatic call distribution (ACD) reporting platform into your workforce management (WFM) system will be a mystery. Here’s a bit of a catch up before we get to the good stuff...

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Contact centre planning - whose job is it anyway?

John Casey Workforce Management Sep 07, 2017 8 min read

One great thing about my current role, working with The Forum, is we get out and meet contact centres across the UK, Ireland and beyond. Often we facilitate workshops regarding how resource planning is performed with contact centres. And the one question I love to start with is ‘Who has responsibility for resource planning in this contact centre?’

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