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Workforce Management


Topic Content

The True Cost of Contact Center Agent Attrition

Contact centers are losing much more money than they think from employee turnover - a helpful benchmark of employee engagement. It’s hard to imagine that attrition, already widely recognized as the bane... Read More

How to Build Call Scoring Evaluation Forms

We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a... Read More

What's the State of Work-at-Home Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of... Read More

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



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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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