Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. However, when executed
Recent contact center industry trends indicate significant growth in the number of remote employees. While some companies already had an existing work-from-home model in place,
Will working from home become the new normal? Prior to the COVID-19 crisis, a 2019 study1 reported that 43% of U.S. companies allowed some degree
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce
An effective Workforce Management (WFM) organization ensures a contact center is staffed with the right number of skilled agents to deliver the desired member experience
At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s
