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 ability to adjust to ever-changing call volumes, call arrival patterns, and seasonality is key to meeting service level/ASA objectives. […]
As workforce management professionals, we all know the difference that just one agent can make in our net staffing. Unfortunately, […]
In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]