Queue management, simplified.
The word “queue” is the British word for “line” and a queue is any place where customers are waiting to […]
25
Jun
21
Mar
How Agile Is Your Contact Center?
Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]
9
Aug
Pros and Cons of Performance-Based Scheduling
In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
29
May
The Workforce Management Overstaffing Problem
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]