In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]
When was the last time you called a contact center seeking help with an issue, and you were quickly connected […]
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]
I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]