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Workforce Management


Topic Content

Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

Schedule Adherence: Have Your Cake and Eat it,Too

In most contact centers, talking about adherence is a sticky situation.  If it means giving great customer service, we don’t worry about being “stuck” on a call.  It shouldn’t happen every call,... Read More

Don't Drop the Call

The Holidays Are Right Around the Corner – Retail Call Center Leaders, Are You Ready? The holiday season is drawing near. Are you ready? Ready with a strategy to maximize your revenue... Read More

How to Measure and Improve the Customer Experience

As any sports fan knows, baseball is driven by statistics. There is a statistic for everything imaginable in baseball. But, it hasn’t always been as statistics-driven as it is today. In the... Read More

Positive Internal Turnover: How Much is Too Much?

I will warn you straight away….this is not a subject for which I have all the answers.  That being said, it’s a very important topic that should be discussed.  This was a... Read More

The Impact of Workforce Optimization on Marketing Campaigns

Workforce optimization solutions encompass communications recording, quality monitoring, speech analytics, eLearning, workforce management, and customer feedback. They turn contact centers into gold mines by taking raw information from customer interactions and turning... 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. Our current editorial focus on “measuring success” highlights metrics related to accessibility, quality, customer experience,... Read More

What Works in Training: Repetition

In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the learning context to the workplace context, and Guiding attention to what is... Read More

6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

How to Overcome 6 Contact Center Metrics Mistakes

Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes. Is your contact center guilty of... Read More



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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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