How well do you vet any process improvements or other changes within your organization before you make them? I’ve used […]
How do you know when your schedules need a check up? Is it time for a check-up on your WFM […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]
You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]