How to Control Call Avoidance and Interaction Avoidance

How to Control Call Avoidance and Interaction Avoidance

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent.  Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.  It can take time and…

How To Identify And Address Call Avoidance

How To Identify And Address Call Avoidance

When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t.  It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…

Why Your Contact Center Needs A Call Avoidance Policy

Why Your Contact Center Needs A Call Avoidance Policy

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. While the issue is not unusual, it’s easier to manage if…

How One Person can Dramatically Impact Your Workforce Management Plan

How One Person can Dramatically Impact Your Workforce Management Plan

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Unfortunately,…

The Human Side of Workforce Management 

The Human Side of Workforce Management 

During my time as a workforce management (WFM) professional, I have implemented WFM systems into several departments within multiple companies. These implementations were either with a department or company that did not have a previous WFM system or they had one but were not using it to its potential. In some instances, the workforce management…

What is WFM (and How Does it Apply to Our Daily Lives)? 

What is WFM (and How Does it Apply to Our Daily Lives)? 

There are so many articles that ask and address “What is WFM?” Many people can explain it, but it is usually in some Workforce Management (WFM) lingo which non-WFM people have a difficult time understanding.  While there may be some confusion about WFM, as someone who has lived in this world for years, WFM is…