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Workforce Management

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How to Maximize Contact Center Agent Productivity

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

How to Make Performance Metrics Truly Matter

As contact center leaders, we are always in search of the best way to manage our operations, which can often translate to how well we are managing costs. But our job is... Read More

15 Ways to Strengthen Your Contact Center

A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had... Read More

11 Tips to Reduce Absenteeism and Attrition

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More

Answers to Four of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from, and we're discussing them all--from metrics to training, and... Read More

10 Scheduling Strategies to Optimize Your Workforce

Imagine for a moment that you are the main attraction in a high wire performance. You’re a little nervous at first and start off a bit wobbly, and then you can concentrate... Read More

How to Make the Case for an Investment in New WFM Technology

Contact center technology has continuously evolved over the last 20 years and can do more now than most people could have imagined. It's now well past the “call center stage” when the... Read More

How to Validate Your Forecasting Model

Call-volume and handle-time forecasts are accurate, but service level is still not being met. Why? There may be an issue with the forecasting model. Let’s take a look at a few different... Read More

Improve Your Contact Center Through Agent Training and Development

Organizations that understand the real value of professional development, culture, innovation, and creativity, also recognize the importance of continuously educating their employees. These businesses are the ones that will be better positioned... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

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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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