WFM Techniques for Controlling Costs & Improving Productivity
Empowering contact center excellence for 30 years!

WFM Techniques for Controlling Costs & Improving Productivity

Date Aired: February 8, 2018

Time: 1:00 PM Eastern Time

Presenter: Justin Robbins, Yohai West

Moderators: Erica Marois



Watch the webinar video below.

Maximize your resources to their fullest.

Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

Attend this webinar to learn:

  1. Findings from ICMI’s latest research on intraday WFM
  2. Best practices for re forecasting and schedule planning
  3. Tips for handling PTO requests, schedule changes, and unforeseen events
  4. How to combat lost productivity and high forecast variances

Join this interactive hour, complete with live audience Q&A. 

Reserve Your Spot >


Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Yohai West

Solution Marketing Manager , NICE

Yohai has been a Solution Marketing Manager at NICE for over 8 years with expertise in Analytics and Adaptive Workforce Engagement Management Solutions.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

ICMI/UBM Privacy Statement

Topics: Workforce Management


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
More Polls