Call Center Research
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2018 Research Reports

The State of Intraday Workforce Management in Today's Contact Centers

Much of workforce planning must happen in advance, but the techniques and strategies utilized “in the day” should not be undervalued or overlooked. Contact centers have great opportunity to improve the accuracy of WFM by evolving their approach to planning and intraday management.

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Previous Research Reports



The State of Workforce Management

Published May 22, 2017



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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