Workforce Management

Back to School…

Time to Review the Role of Service Level.

Operations Workforce Management People Technology

Managing the New Normal Workforces

Automation, new channels, WFH, and the Great Resignation are shaping workforce management.

Operations Workforce Management Strategy Customer Experience People Turnover Technology Artificial Intelligence Remote Work

The Fine Art of Contact Center Management

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Operations Workforce Management Strategy

Working on Workforce Issues

Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations

Lifting Innovation With Cloud WFM

In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.

Operations Workforce Management Technology

Old and In the Way

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Operations Workforce Management Remote Work Operations

Future-IZE your KPIs… and Your Frontline Experience!

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

Operations Workforce Management Service Delivery

Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance

The ability to resolve issues competently and quickly is a core skill set of the contact center worker.

Operations Workforce Management Assisted Service

The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations

Moving Contact Center Agents Home for the Long-Term

Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations

Seven Ways the Pandemic Affected My WFM Role

These new shifting patterns made us more aggressive with our forecasting approach.

Operations Workforce Management COVID-19 Remote Work Operations

Revisiting Schedule Adherence

Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Operations Workforce Management

Unymira Q&A

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

Operations Workforce Management Technology White Papers

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience Success

The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.

Operations Workforce Management

Scheduling Tips to Empower & Engage

Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.

Operations Workforce Management

Agent Performance Metrics

When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.

Operations Workforce Management Operations management

Nice InContact