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…

WFM ROI: Why You Need Workforce Management Software Now

WFM ROI: Why You Need Workforce Management Software Now

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor, a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence.  Working efficiently becomes even more important when costs are rising, agents…

4 Smart Reasons to Offer Remote Work in Your Contact Center

4 Smart Reasons to Offer Remote Work in Your Contact Center

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to…

How One Person Can Impact Your Workforce Management Plan

How One Person Can Impact Your Workforce Management Plan

“The best-laid plans of mice and men often go awry.” – Robert Burns As a contact center leader, you’ve done the work to create a stellar workforce management plan. You have all the “rights” in place – the right people, the right channels, at the right time with the right forecast, and the right schedule…

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)?

Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…

How WFM Tools Create Success for Omnichannel Contact Centers

How WFM Tools Create Success for Omnichannel Contact Centers

During the pandemic, customers turned to digital communications in droves for service and support. Contact centers quickly needed to pivot to add or enhance additional support channels such as chat, text, and email. Omnichannel support is now the de facto standard for many organizations, and this shift will continue to grow throughout 2023 and into…

Improve Contact Center Agent Productivity With WFM Software

Improve Contact Center Agent Productivity With WFM Software

The requirement to provide a better customer experience while improving agent productivity and controlling costs is paramount in contact centers in the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center agent productivity tools. By optimizing…

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

The customer experience (CX) benefits of effective Workforce Management (WFM) scheduling are clear. And, to get even more out of your WFM solution, leverage these five WFM scheduling tips and start the new year with positive momentum for lasting CX improvement. Done right, WFM scheduling also can be a critical strategy for boosting your customer…