Workforce Management


Topic Content

Hiring and Training for Multi-Channel Support

Hiring and Training for Multi-Channel support requires a robust understanding of the skills, knowledge and attributes that lead to successful employee performance and customer experiences in each channel, and overall. Pinpointing the... Read More

#ICMIchat Recap: Different Workforce Models that Work

It's hard to believe, but April is quickly drawing to a close. In honor of our month of WFM ICMI hosted one last #ICMIchat on the topic.  Our focus for this week:... Read More

SWPP Insider: Takeaways from The Society for Workforce Planning Professionals Annual Conference

Tiffany here reporting from SWPP Annual conference in Nashville, Tennessee - over 400 people are in attendance!  This is a new venue for SWPP.  It's been held at Opryland Hotel for as... Read More

Technology in 10: Optimizing Your Contact Center Workforce

What's the difference between Workforce Management (WFM) and Workforce Optimization (WFO)? How does WFO benefit the multichannel contact center? What tools are needed to communicate real-time needs to frontline agents? These are... Read More

Success with Real-time Tools for Engaging Your Workforce

Regardless of the type of business, you are always looking for ways to drive performance.  It’s like trying to find the shiny object to keep everyone’s attention, while behind the scenes making... Read More

The Business of Workforce Management

The very forces that are making workforce management more difficult are creating an environment in which accurate resource planning is more important than ever. Ongoing changes in the contact center environment have... Read More

I'm Excited to Enable SMS in My Contact Center, But Should it Integrate with Other Channels?

The International Customer Management Institute (ICMI) conducted a poll showing that 79% of companies believe customers want SMS/text support. Text messaging is probably the most exciting new low- tech innovation hitting call... Read More

#ICMILive: Insight From SWPP Annual Conference

SWPP Annual Conference is taking Nashville by storm this week, and our very own Justin Robbins is in the midst of the action. Couldn't make it out to Music City this year?... Read More

#ICMIchat Recap:Managing Multichannels

April at ICMI is all about Workforce Optimization (WFO). This week we focused our #ICMIchat on the unique WFM challenges that come with today's multichannel contact center. Check out the recap below... Read More

Great Coaches Help Prevent Attrition

According to recent contact center surveys, the average attrition rate is 27% across all size centers.  For larger centers, the attrition rate rises to 41%.  Regardless of your own level of attrition,... Read More



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