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:

1. Workforce Management Visualized With Dashboards

Find out how dashboards provide valuable insight into forecasting, scheduling, adherence and metrics.

2. Five Tips for More Accurate Call Center Forecasting

Outstanding call center customer service begins with an accurate forecast. This blog describes five workforce management activities that will result in better forecasts.

3. Use Workforce Management to Engage Employees, not Control Them

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.

4. What is Cloud-Based Workforce Management Software?

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.

5. What is Call Center Shrinkage, and How to Minimize It

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.

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