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Workforce Management

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How to Measure and Improve the Customer Experience

As any sports fan knows, baseball is driven by statistics. There is a statistic for everything imaginable in baseball. But, it hasn’t always been as statistics-driven as it is today. In the... Read More

Positive Internal Turnover: How Much is Too Much?

I will warn you straight away….this is not a subject for which I have all the answers.  That being said, it’s a very important topic that should be discussed.  This was a... Read More

The Impact of Workforce Optimization on Marketing Campaigns

Workforce optimization solutions encompass communications recording, quality monitoring, speech analytics, eLearning, workforce management, and customer feedback. They turn contact centers into gold mines by taking raw information from customer interactions and turning... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Our current editorial focus on “measuring success” highlights metrics related to accessibility, quality, customer experience,... Read More

What Works in Training: Repetition

In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the learning context to the workplace context, and Guiding attention to what is... Read More

6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

How to Overcome 6 Contact Center Metrics Mistakes

Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes. Is your contact center guilty of... Read More

28 Tips for a More Efficient Contact Center

Successful contact center agents must be patient, empathetic, critical thinkers and problem solvers. They must remain composed during stressful times, and have a heart for serving customers. On top of it all,... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

#ICMIchat Recap: 18 Tips to Maximize Small Contact Center Productivity

The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This slideshow highlights 18 of the top tips our participants shared.... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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