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Workforce Management


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How to Empower Agents with Flexible Scheduling

According to an August 18, 2017, article by The Undercover Recruiter, one of the seven most wanted work benefits for millennials (who, as we know, make up a large portion of our... Read More

Understanding the "Power of One"--As Important as Ever

"The power of one" is among the most important principles to introduce to new hires and reinforce with experienced agents. While we know the impact each agent has on individual customers and... Read More

Workforce Optimization: A Systems Thinking Activity

What IS Workforce Optimization?? It's one of those BIG words you see all over the internet, from most every contact center platform provider out there. You see it as a suite of... Read More

Three Keys to Contact Center Workforce Optimization

Staying ahead of change and leading the customer service industry requires constant evolution. Sometimes that means launching new strategies, and other times, it requires more subtle updates to processes or procedures. No... Read More

4 Things to Consider When Staffing for Peak Season

Holiday time is fast approaching. Have you staffed up? Being able to handle increased customer volume during peak season can make or break your success during a very lucrative time. With greater... Read More

7 Ways to Improve Schedule Adherence

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

Common Causes of Inaccurate Contact Center Forecasts

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

Partly Cloudy with a Chance of Spikes

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

Maximize Service Levels by Minimizing Unplanned Shrinkage

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

Now Accepting Nominations for the First Annual ICMI Movers and Shakers List

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



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