Workforce Management

I recall doing a consulting project for a large healthcare organization that was experiencing a vexing challenge common to diverse, multisite operations. Their customers (patients) were contacting different departments across the organization... Read More

Few things are more frustrating for contact center leaders than inaccurate forecasts. Unexpected contact spikes can lead to angry customers, stressed out teams, and loss of revenue. What are some of the... Read More

How many of you check the weather forecast before heading out for the day? If you see temperature will be in the 80s, you probably won't pack your heavy coat. If you... Read More

There's a quote I love by Richard Cushing that translates into the contact center world, especially when it comes to workforce optimization: "Always plan ahead. It wasn't raining when Noah built the... Read More

ICMI needs your help identifying emerging leaders and innovators in the customer experience and contact center space. We want to shine a light on the hardworking, creative individuals who are inspiring excellence,... Read More

Small contact centers face big challenges. Here are ways you can meet them successfully. Small contact centers—those with fewer than 50 agents (and, yes, they can get much smaller, e.g., there are... Read More

On the go? No time to read? You can listen to us read this article by clicking "play" below. Be sure to subscribe to us on SoundCloud for more free resources. Contact... Read More

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the... Read More

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

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