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Workforce Management


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#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

Why Texting Needs to be a Part of Your Workforce Optimization Strategy

The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding... Read More

A Strategic Blueprint for the Most Effective Contact Center Team

It used to be that you sat in a room with other people, answered the phone, were polite and helpful, resolved customer issues and went on with your day. Now, you could... Read More

Understanding the "Power of One"--As Important as Ever

With ICMI’s current editorial focus on the dual themes of hiring and workforce optimization, we’d be remiss to not cover “the power of one.” It is among the most important principles to... Read More

Making the Most of Your Workforce Management Solutions: Productivity is Key

A productive work environment is key to any workplace, specifically in reference to call centers where time is money. It’s important that everything from payroll and benefits to performance management and scheduling... Read More

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



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If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?

No, English and Spanish AHT are the same
Spanish AHT is longer
Spanish AHT is shorter
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