How can I calculate shrinkage at my contact center?
The process for calculating shrinkage using the following call center shrinkage formula begins by determining your base staff requirements for
What are the benefits of workforce management?
There are several benefits to workforce management. Its efficiencies help contact centers to increase service levels and ensure service excellence,
How can I move away from scheduling on spreadsheets?
Many contact centers still rely on spreadsheets for daily forecasting and scheduling. It’s an imperfect system that results in lower
How can WFM increase productivity in my contact center?
Productivity requires an optimization of resources – at the contact center, that means having the right number of agents with