CIOs view cost management as possible AI value killer
CIOs feeling the pressure to deploy successful AI projects have a second concern: that they don’t have the money to pull it off. Ninety percent…
Category: Tips
The Dreaded Camel Hump ????
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Hello workforce world! We…
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
I had the pleasure of speaking to callcentrehelper.com about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre…
50 MORE Expert WFM Tips – PART B
Here is link to 50 WFM Tips Part A. 50 MORE Expert Tips to Improve Contact Centre WFM After Doug Casterton, a senior workforce management…
50 Expert Tips to Improve Contact Centre WFM – PART A
Here is link to 50 WFM Tips Part B. 50 Expert Tips to Improve Contact Centre WFM Doug Casterton, a Senior Workforce Management (WFM) Manager,…
Should a WFM team communicate directly to agents?
Below is an interesting extract taken from the WFManagement Telegram community group – if you have an interest in Workforce Management and are interested in…
In demand holiday periods how do you handle them?
It seems that these days we think and talk about the Xmas and New Year festive period earlier & earlier on in the year. For…