28 Aug

Present and Accountable: Paving the Way for Agent Adherence

Greg Levin

A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]

30 Jul

Points to Consider Before Implementing Performance-Based Scheduling

Vicki Herrell

Most call centers use one of three criteria for schedule selection:  seniority, rotation, or performance (or some combination of these).  […]

29 May

The Workforce Management Overstaffing Problem

Intradiem

In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]