Top 5 Workforce Management Blog Posts of 2013
Over the past 12 months we’ve published dozens of blogs focusing on the importance of workforce management (WFM) and the difference it can make at a call center. We’ve selected the top five of these blogs, based on popularity and feedback. If you missed them the first time, here they are once again:
Find out how dashboards provide valuable insight into forecasting, scheduling, adherence and metrics.
Outstanding call center customer service begins with an accurate forecast. This blog describes five workforce management activities that will result in better forecasts.
How can you break through the “Big Brother” mindset to create a positive impression of WFM among call center agents? By including them in the scheduling process.
If you haven’t converted to a cloud-based system yet, you’ve certainly heard of the inroads this technology has been making in call center systems. This blog details why such solutions have become popular, with benefits ranging from cost savings to increased flexibility.
When schedule adherence goes awry, shrinkage is often to blame. And when that happens, reduced service levels almost inevitably follow. Find out more about shrinkage and how to manage it at your call center.
Workforce Optimization Newsletter – October 2018
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?