Supercharging Your WFM with Intraday Automation
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]
2
Jun
Archive Tag: workforce management
16
Apr
Investing in Your Frontline Workforce is Good for Business
As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]
24
Feb
Why the “Old” Way of Workforce Management isn’t Good Enough
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
28
Jan
Remember, Call Center Agents = Your Brand.
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]
16
Dec
Are You On the Customer Experience Naughty List?
‘Tis the season… Santa’s making his lists and checking them twice. Oh no! Your company shows up on his Customer […]
30
Sep
7 Steps to Healthy WFM Scheduling
How do you know when your schedules need a check up? Is it time for a check-up on your WFM […]