Workforce Management


Topic Content

The Quality Revoluion--Key 4: Foster the Human Connection

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs into predictors and drivers of performance improvement. The centerpiece of the revolution... Read More

High Value Talent Analytics Projects: Fishing or Solving Business Problems

Over the years, our firm has had many discussions with employers on the eve of a new talent analytics project. Often, it is the firm’s first deep-dive look at employee data. Sometimes... Read More

From Human Screen to Machine: Predictive Analytics Helps Avoid a Major Point of Hiring Failure

Note from the editor: Join Greta Roberts at Contact Center Demo and Conference .  She'll be speaking in Session 304: Reducing Call Center Attrition Through Predictive Analytics . What is an employer’s... Read More

Dont Sweat Metric Perfection in the Multi-channel Environment

For workforce management professionals, the ultimate goal is control over the efficiency and effectiveness of personnel, schedules and the resources that connect them. The workforce manager’s primary task is to ensure that... Read More

Finding Your Balance with Workforce Optimization

In early 2014, ICMI made a set of predictions to help contact center leaders focus their upcoming customer service initiatives, resolutions and projects. Now that we’re halfway through the year, it seems... Read More

The Times They Are A Changin'

“Come gather 'round peopleWherever you roam…For the times they are a-changin'.” – Bob Dylan In life, there is only one constant: change.   You’ve witnessed this to be true at home and at... Read More

The Quality Revolution: 5 Keys to Transforming Your Quality Program

There’s a dirty little secret among sales and service contact centers: Most Quality Programs don’t work. There, I’ve said it. The secret’s out. They don’t measure, predict, or contribute to success in... Read More

Introducing The Workforce-Intelligent Contact Center: From Cost Center to Strategic Partner

Contact center executives and managers: If you’re tired of being considered a cost center, consider this. There is a way to become a bona fide revenue contributor and a strategic member of... Read More

How Do You Know Which Agents Are Right For Which Channels?

Today, it’s no longer a question of whether companies should provide multi-channel customer support. Whatever industry you’re in, meeting your customer in his preferred channel – live phone conversations, web chat, instant... Read More

10 Scheduling Strategies to Optimize Your Workforce

Imagine for a moment that you are the main attraction in a High Wire performance. You’re a little nervous at first and start off a bit wobbly and then you are able... Read More



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