But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal...

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many...

The Society of Workforce Planning Professionals (SWPP) has done quarterly surveys of workforce management professionals for the past 11 years....

The ability to adjust to ever-changing call volumes, call arrival patterns, and seasonality is key to meeting service level/ASA objectives....

Whew!  The holidays are over!  No more worrying about too few calls and too much staff (or too many calls...

SWPP held one of our recent quarterly surveys on multi-channel workforce management processes.  This has been a hot topic at...

With the holidays almost upon us, I thought it would be nice to share some information that I have received about...

Attrition is a crucial measurement to managers interested in keeping costs down and customer satisfaction high. Customer satisfaction suffers when...

It’s holiday time!  In some call centers, that means you have lower call volume and need less staff.  In other...

As workforce management professionals, we all know the difference that just one agent can make in our net staffing. Unfortunately,...