Workforce Management | ICMI.com
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Workforce Management


Topic Content

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

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

"The power of one" is among the most important principles to introduce to new hires and reinforce with experienced agents. While we know the impact each agent has on individual customers and... Read More

Conducting Effective Quality Calibrations

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what... Read More

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but... Read More

9 Tips for Improving Your Quality Management Program

Quality management and coaching are paramount to driving improvement in the contact center, but what's the best approach? To score or not to score? What's the most effective way to involve agents... 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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