Workforce Management

Attendance issues are one of the most common challenges contact center leaders face. Poor attendance often leads to higher attrition, which makes it very difficult to run daily operations, meet service level... Read More

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What... Read More

Skills based routing is getting renewed attention as contact centers expand services, add channels and, in general, require a more diverse range of subject matter experts. But you have to manage it... Read More

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

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

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

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

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

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

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