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Workforce Management


Topic Content

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 4 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 icmi.com, 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

How to Turn Contact Center Workforce Management into Champions

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

A Timely Conversation: Interval Scheduling in the Contact Center

Today it’s all about CX, #Custserv, NPS, and FCR.  Too many buzz words? Sometimes I think we couldn’t exist as an industry without acronyms.  The bottom line is we need happy customers... 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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