Workforce Management | ICMI.com
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Workforce Management


Topic Content

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

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



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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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