Category Archives: Workforce Management
Should We Have Objectives for Abandonment?
Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Recent WebTV Interview on Contact Center Measures
I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use...
Read More >>>Understanding Contact Drivers
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...
Read More >>>Improving the Accuracy of Schedules
Skills-Based Routing: Effective Resource Planning Is Vital
How Will the Internet of Things Impact Contact Centers?
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...
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