Unlocking Productivity: Introduction To Workforce Management
When I worked in contact centers, people would ask what I did for a living, and I would say Workforce…
The Impact Of Remote Work On Workforce Management
As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “quiet quitting”…
The Role of Real-Time Data in Workforce Management
Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make…
The Dangers of Forecasting and Scheduling with Spreadsheets
FREE EBOOK The Dangers of Forecasting and Scheduling with Spreadsheets Spreadsheets had their day. Modern service centers require modern solutions….
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,…
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…
Get Your Customer Support Team the Respect it Deserves
Customer support teams can get a bad rap. As a contact center leader, you need to break down stereotypes and getting your teams the respect they deserve.
How to Properly Tag Chat Conversations — And Why It’s Essential
Customer chats are filled with insights into what your customers want and the problems they might be having. But if…
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…
Michelle Randall Burrows Joins Playvox as Chief Marketing Officer
SUNNYVALE, Calif., May 24, 2022 – Playvox, the leading omnichannel contact center provider of Workforce Engagement Management solutions, announced today…
