5 Ways to Use Workforce Planning for Gold Standard Service

5 Ways to Use Workforce Planning for Gold Standard Service

We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…

Yesterday’s Workforce Management Won’t Meet Today’s Demand

Yesterday’s Workforce Management Won’t Meet Today’s Demand

Contact centers can’t keep up with today’s—or tomorrow’s—sky-high customer experience expectations using yesterday’s workforce management tools. For workforce managers who want to stay ahead, it’s time to rethink the spreadsheet. You’re missing big opportunities to optimize your operations and your team if you’re still relying on spreadsheets for: The Benefits Of Workforce Management Software To…

Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)

Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)

Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually. Compounding the issue is that unpredictable events — from unexpected sales growth or…

The Right WFM Tools Quickly Boost Contact Center Performance

The Right WFM Tools Quickly Boost Contact Center Performance

The right WFM tools can mean the difference between a business that flourishes and one that flounders. While it may sound like a bold claim, the truth is the benefits of workforce management are big, and they have far-reaching effects—not only inside contact centers, but throughout organizations and straight to the bottom line. That’s because,…

12 Signs Your Contact Center Needs a WEM Solution

12 Signs Your Contact Center Needs a WEM Solution

How to Know if You Need a Workforce Engagement Management Solution: Answer These 12 Questions A spring 2021 article on SHRM references the turnover “tsunami” that’s on the horizon, given that more than half of employees surveyed say they’ll look for a new job in the next year. With turnover rates for contact centers already…

Workforce Management Terminology: A Comprehensive Guide

Workforce Management Terminology: A Comprehensive Guide

Adherence. AHT. ATA. EWT. FCR. The contact center industry is full of specialized terminology, jargon, and acronyms. Whether you’re an experienced contact center leader or a newly hired call center agent, it’s challenging to learn and keep up with the latest workforce management (WFM) terminology. To help you make sense of your work life (or…

6 Signs Spreadsheets Fail as a Workforce Management Tool

6 Signs Spreadsheets Fail as a Workforce Management Tool

Let’s face it. Spreadsheets were made to manage numbers, not people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center. If you’re struggling with forecasting, scheduling, and monitoring your workforce in real-time, you’re…

Workforce Management Software: How To Choose The Right One

Workforce Management Software: How To Choose The Right One

Workforce management software isn’t exactly a magic pill for contact centers helping to drive business success, but it’s definitely a smart place to start. While strong products will always be essential to the success of large and mid-size businesses, it’s the customer experience that keeps people (and revenue) coming. Contact centers are at the heart…

What is Workforce Management and When Should Your Contact Center Implement It?

What is Workforce Management and When Should Your Contact Center Implement It?

For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…

Bad Customer Service Examples (And How to Fix Them)

Bad Customer Service Examples (And How to Fix Them)

We all know them. The bad customer service examples that evoke PTSD like they happened yesterday. That time when you were accidentally disconnected five times only to have to start fresh in the queue each time. The rude employee in the drive through who messed up your order and blamed you. Being transferred to agent…