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Workforce Management

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Overcoming Obstacles of a Remote Workforce

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document... Read More

#ICMIchat Recap: Tackling Contact Center Turnover

Agent turnover is one of the most common challenges in any contact center. But should contact center leaders accept it as an inevitable reality, or try to find ways to mitigate the... Read More

3 Sure-Fire Techniques for Shockingly Accurate Contact Center Forecasts

Time is money. So said the wise Benjamin Franklin more than two hundred years ago, and it still rings true today. And this is certainly true in our contact centers, where the... Read More

Between the Death of the Performance Review and Millennials, Workforce Optimization and Gamification Set to Change in 2016

2015 saw the birth of new and exciting trends that are set to transform workforce optimization. They also gave birth to new ways of engaging employees and the real time management of... Read More

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

ICMI’s editorial calendar this first quarter focuses on workforce optimization. In considering all that goes into it, an old nursery rhyme comes to mind: For want of a nail the shoe was... Read More

9 Ways to Reduce Churn in Your Contact Center

This post originally appeared on the Call Center Weekly blog. Contact centers are notorious for high churn rates which are not only inconvenient but expensive for companies. The average contact center has... Read More

Boosting Standard Productivity for Your Workforce: Smart Strategies for Global Contact Center Growth

No matter how small or large a company’s contact center ecosystem, it relies on the human factor to succeed. On a global scale, the stakes are sometimes even higher. In this digital... Read More Monthly Top 5: March 2015

This year we launched the Monthly Top 5 series.  It's our way of keeping you up to speed on some of the most buzzworthy topics in the contact center industry. We're... Read More

Addressing Contact Center Surges Starts By Preparing in Advance

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the... Read More

WFM: No Longer a Goliath for Small Contact Centers

Contact centers come in all shapes and sizes. I’d like to focus on the small contact center.  Let’s first define “small” in the context of contact centers for the purpose of our... Read More

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If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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