Overview of Outbound Dialer
In an outbound contact center, the most heard word is “Dialler“. In simple words, the dialler is a device which we use to make outbound…
Author: globalwfm
BCP Preparedness COVID19 Lessons Learned
Over the past 10 years I have often times been told by my teenage son to stop being a “Doomsdayer” (a person who predicts impending…
WFM On A Budget
Most blog posts and articles about WFM usually talk about an ideal world scenario, where WFM is assumed to be integral to the thinking of…
The Constancy of Role Definitions
Do role definitions serve as guide-rails or become blinkers? How tight or constant should be the role definitions? How much flexibility is too much? These…
Top 5 Workforce Planning Mistakes In a Contact Center
By Ritesh Parswani:- Co-Founder at WFM eLearning & Former Sr. Director WFM, Trascom Top 5 workforce planning mistakes in a contact center “Why are we not…
National Conclave on Talent Acquisition
Praveen Kamath General Manager And HR Head Global Delivery And Enablement WIPRO The role of the HR professional is becoming increasingly complex and labor-intensive in…
BPO WFM – What is an RFP?
In the earlier blogs we spoke a lot about Revenue, Cost, Billing Models etc. While we were speaking, I had two questions which came to…
Cost and Revenue – How WFM affects it. Part – 3
This is the continuation of my previous blogs which are divided into three parts. For those who have missed Part 1 and Part 2, its…
Cost and Revenue – How WFM affects it. Part – 2
This article is must read for any Outsource Vendor management team and outsourced WFM team. Client side WFM team may also find it useful to see the…
WFM Team/Department Leadership – Proactive Environment vs. Reactive Environment Part II
In Part I of my blog on this subject (https://wfmanagement.blogspot.com/2019/10/wfm-teamdepartment-leadership-proactive.html) I spoke about the initial steps that can be taken by a Workforce Management Leader…