Intraday Automation is the Future of the Agile Workforce
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]
24
Mar
Archive Author: Bob Fletcher
24
Feb
Why the “Old” Way of Workforce Management isn’t Good Enough
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
25
Nov
Call Center Metrics: The Numbers We Don’t Look at Drive the Numbers We Do
In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – […]
30
Sep
7 Steps to Healthy WFM Scheduling
How do you know when your schedules need a check up? Is it time for a check-up on your WFM […]
26
Aug
3 Must-Haves for Workforce Management Success
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]
24
Jun
Special Sauce for Lower Contact Center Attrition
You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]