22 Sep

Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization

Guest

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]

26 Aug

3 Must-Haves for Workforce Management Success

Bob Fletcher

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]

13 Mar

Managing Your Workforce in Real-Time

Guest

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]

28 Jan

The Expansion of Workforce Management into Multi-Channel Contacts

Vicki Herrell

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]

21 Mar

How Agile Is Your Contact Center?

Greg Levin

Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]

20 Jan

Five Workforce Management Practices of World-Class Contact Centers

Greg Levin

Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]