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Workforce Management


Topic Content

How to Validate Your Forecasting Model

Call-volume and handle-time forecasts are accurate, but service level is still not being met. Why? There may be an issue with the forecasting model. Let’s take a look at a few different... Read More

Improve Your Contact Center Through Agent Training and Development

Organizations that understand the real value of professional development, culture, innovation, and creativity, also recognize the importance of continuously educating their employees. These businesses are the ones that will be better positioned... 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

How to Turn Contact Center Workforce Management into Champions

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are... 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. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

A Timely Conversation: Interval Scheduling in the Contact Center

Today it’s all about CX, #Custserv, NPS, and FCR.  Too many buzz words? Sometimes I think we couldn’t exist as an industry without acronyms.  The bottom line is we need happy customers... Read More

8 Tips for Surviving Peak Season

Peaks and valleys are part of life in the contact center, but proper preparation for busy seasons can make all the difference. How do you handle scheduling, communication, and morale when contact... Read More

5 Ways to Optimize Your Call Center Workforce To Increase Engagement and Reduce Turnover

As the labor market is experiencing some of the tightest conditions in recent years and as jobless claims—or the number of people filing for unemployment benefits—just hit a four decade all-time low,... Read More

Troubleshooting Schedule Anomalies

It’s not always clear why a schedule goes wrong or why some agents get schedules and others don’t.  Troubleshooting a schedule run is a similar process no matter which WFM application is... Read More

Your Customer Service Agent is on Vacation, But That's Okay

In many areas of the world, Fall is the loveliest time to travel. It’s less crowded than Summer, there are so many beautiful colors in nature, and the weather is usually cooperative!... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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